Technology & Equipment Associate

Status: Full-Time, Non-Exempt

Location: New Orleans, LA

Reports To: Technology and Equipment Manager

Team Gleason, an innovative nonprofit dedicated to empowering individuals living with ALS, is seeking a passionate and resourceful Technology & Equipment Associate. In this role, you will help people with ALS access the technology and equipment needed to maintain independence, sustain purpose, and reduce caregiver burden. This position requires a strong communicator with exceptional customer service skills, capable of managing individualized requests, maintaining accurate records, and collaborating with team members to ensure timely support.

If you're organized, tech-savvy, and driven by meaningful work, we want you on our team.

Incoming Customer Service and Support

• Provide outstanding customer support by answering and processing incoming requests in a timely and helpful fashion, ranging from general inquiries to requests for specific equipment and services.
• Work with autonomy to establish a clear and comprehensive understanding of a customer's needs, then either fully address needs or forward requests to appropriate team members, as necessary.
• Manage various channels for requesting assistance, including website, email, phone and monitor daily to ensure requests are being answered in a timely manner.
• Build positive and supportive relationships with customers by demonstrating empathy, patience, and a commitment to enhancing their quality of life.
• Collaborate with other team members to ensure a seamless and effective customer experience, maintaining open communication throughout the customer support process.

Programs and Technology Support

• Maintain comprehensive records using Team Gleason's customer relationship and inventory management systems, ensuring appropriate values are being recorded and reported in order to ensure assistance is within budget.
• Support team members in routine follow-up and engagement of people living with ALS in need of assistance, including follow up-calls to gather data on product quality, outstanding and emerging needs, required troubleshooting, and testimonials.
• Coordinate with third-party vendors for repairs, replacements, and technical support, ensuring timely resolutions for equipment issues.
• Support team members, as requested, with shipping and receiving, including packing, shipping, unpacking, updating, and shelving items as they are received.
• Identify and resolve software, hardware, and operating-system issues to ensure functionality and minimize disruptions for users.
• Assist in evaluating new technology and equipment solutions that align with the needs of people living with ALS, providing recommendations for potential partnerships.

Additional Responsibilities:

• Perform additional duties as assigned to support the team and organization's mission.
• Collaborate with the Program Manager, Technology and Equipment Team Manager and other team members to develop and implement new initiatives that enhance customer support and technology access.
• Participate in team meetings and provide updates on technology and equipment activities, challenges, and achievements.
• Maintain a high level of knowledge about ALS, assistive technology, and related equipment to better support the needs of clients and team members.
• Other responsibilities, as assigned.

Relevant Experience & Education:

• Associate or Bachelor’s degree (or equivalent practical experience), with 1–2+ years in technical support, customer service, help desk operations, or assistive technology delivery.

Technical & Troubleshooting Aptitude:

• Demonstrated ability to troubleshoot and resolve basic software, hardware, and operating system issues, alongside comfort navigating CRM databases, inventory management software, and Microsoft 365 applications.

Compassionate, Empathetic Communication:

• Strong interpersonal and active listening skills, with the patience, empathy, and clarity needed to communicate effectively with individuals living with ALS, their families, and caregivers.

Logistics & Physical Capability:

• Proven organizational skills to manage shipping, receiving, and equipment tracking, including the physical ability to stand, package, and lift equipment up to 50 lbs.

Compensation and Benefits:

• Salary Range: $43,000 - $45,000 annually
• Comprehensive Benefits including health insurance, retirement contributions, paid time off, and professional development support.