Specialist, Technical Support

Planned Parenthood is the nation’s leading provider and advocate of high-quality, affordable sexual and reproductive health care for all people, as well as the nation’s largest provider of sex education. Planned Parenthood organizations serve all people with care and compassion, with respect, and without judgment, striving to create equitable access to health care. Through health centers, programs in schools and communities, and online resources, Planned Parenthood is a trusted source of reliable education and information that allows people to make informed health decisions. We do all this because we care passionately about helping people lead healthier lives.

Planned Parenthood Federation of America (PPFA) is a 501(c)(3) charitable organization that supports the independently incorporated Planned Parenthood affiliates, which operate non-profit health centers across the U.S. PPFA also works to educate the public on and advocate for issues of sexual and reproductive health. Formed as the advocacy and political arm of Planned Parenthood Federation of America, Planned Parenthood Action Fund is a separate non-profit membership organization tax-exempt under section 501(c)(4). The Action Fund engages in educational, advocacy, and limited electoral activity, including grassroots organizing, legislative advocacy, and voter education in furtherance of the Planned Parenthood mission. This position reports to the Associate Director, Technical Support in the External Affairs Division within the Digital Products department of PPFA. The Planned Parenthood Digital Products team delivers scalable technology solutions that support health care delivery, sexual health education, advocacy, fundraising, and internal operations.

Purpose:

• The Specialist, Technical Support will contribute to the successful operation of Digital Products' helpdesk services by resolving support requests, maintaining support documentation, and providing timely communication to internal stakeholders and affiliate users.
• This role supports the smooth delivery of digital services and contributes to the continuous improvement of support tools and workflows.

Engagement:

• Support project teams by coordinating helpdesk coverage and maintaining clear communication with stakeholders.
• Participate in cross-functional conversations to represent user feedback and suggest potential improvements.
• Collaborate across Digital Products teams to resolve issues within our digital ecosystem to support affiliates.

Delivery:

• Respond to technical support requests and triage tickets based on urgency and issue type.
• Escalate complex or sensitive issues to appropriate team members or leadership.
• Maintain accurate and up-to-date documentation including FAQs, user guides, and training materials.
• Use Zendesk to manage support workflows, apply macros, tag tickets, and contribute to the organization of support materials.
• Maintain up-to-date knowledge base articles, guides, and FAQs to support self-service learning for the CMS and other digital platforms.
• Assist in creating support documentation for new features or systems as they are introduced.
• Contribute to internal onboarding materials and training sessions for new tools.
• Provide suggestions to improve support workflows and the user support experience.
• Track and report on ticket trends, user feedback, and recurring challenges to help inform broader training or process improvements.
• Champion a user-centered approach, ensuring all communications are clear, accessible, and supportive.
• Performs other duties as assigned.

Knowledge, Skills and Abilities (KSAs):

• 1-2 years in a helpdesk, technical support, or client success role, preferably in a web or digital products environment required.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences required.
• 1-2 years experience with customer service tools such as Zendesk (or similar platforms) required.
• Familiarity with content management systems, HTML basics, and common digital workplace tools (Google Drive, Google Sheets) required.
• 1-2 years experience delivering training or coaching to end users, either virtually or in person preferred.
• Strong organizational skills with the ability to manage multiple priorities and work independently preferred.
• Familiarity with website QA or bug reporting processes preferred.
• Problem-solving mindset with a focus on customer service and continuous improvement preferred.
• 1-2 years experience with documentation platforms or knowledge base systems preferred.
• 1-2 years experience working in a collaborative, cross-functional environment preferred.

Travel: 0-5% Domestic

Planned Parenthood's cultural ethos, "In This Together", reflects our commitment to building a workplace culture that fosters belonging, promotes learning throughout the employee lifecycle, and recognizes individual contributions to our mission.

Planned Parenthood Federation of America participates in the E-Verify program. Planned Parenthood Federation of America is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Planned Parenthood Federation of America is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.