User Support Specialist

Огляд

The Ukraine War Archive (UWA) is a UK-based non-profit organisation dedicated to preserving and providing secure access to comprehensive documentation of the war in Ukraine. The team collaborates with international institutions, human rights organisations, and researchers to support justice and accountability efforts.

The User Support Specialist will provide technical and operational support to users of our specialised digital archive platform. This role involves assisting users with secure access, troubleshooting, and maintaining detailed records while adhering to strict security protocols.

Обов'язки

• guiding users through platform access processes, including authentication setup
• providing technical support and troubleshooting assistance
• documenting user interactions and maintaining detailed records of support activities
• collaborating with partnership and technical teams for user onboarding
• monitoring user access patterns and reporting security concerns
• developing and updating user documentation and training materials
• participating in platform testing and providing feedback for improvements
• supporting users in accessing secure materials through proprietary platform tools
• maintaining detailed documentation of user interactions in the CRM system
• assisting with user verification and implementing security protocols
• coordinating with the partnership team to manage institutional user access
• onboarding content partners and managing their platform access

Вимоги

• bachelor’s degree or equivalent experience in a relevant field
• 2+ years of experience in technical support or similar roles
• fluency in Ukrainian and English
• experience with user management systems and documentation

Location and Eligibility Requirements

• candidates must not reside in or have substantial ties to Russia, Belarus, Iran, North Korea, Syria, or other sanctioned countries
• must not have visited the above-mentioned countries in the past 12 months and must not plan to do so during employment
• stable internet access and the ability to maintain a secure work environment
• ability to work effectively during European time zone business hours
• willingness to comply with strict security protocols and confidentiality requirements

Умови

• remote
• full-time position
• opportunity to contribute to vital historical documentation and justice efforts
• professional development opportunities
• collaborative work environment with an international team
• competitive salary