Tools Support Specialist

For over 19 years, Catalist has been a leader in civic data and data science innovation. Our mission is to provide progressive organizations with the data, software, and services needed to better identify, understand, and communicate with the people they need to engage and mobilize. Our clients include the largest, most influential organizations in the U.S. active in civic engagement, advocacy, and political campaigns.

Catalist is home to a dedicated, creative team of technologists, data scientists, and campaign experts committed to using our talents and technology to nurture a vibrant and growing progressive community.

The Tools Support Specialist will work on an exciting set of products to help progressive organizations run more effective voter contact programs. This position will offer a unique opportunity to help support enterprise class data processing and analytics for the progressive community.

The Tools Support Specialist is a member of the Technology Development team that supports Catalist staff by providing expertise on the Catalist suite of applications and data, serving as Tier One support for all applications and APIs developed by Catalist. Additionally, the Tools Support Specialist assists in developing internal audits and reports around application and data usage, both internally and by clients.

This position reports to the Director of Integrations & Tools Support and works closely with the Technology, Data, and Client Services teams.

This position is included in our CWA bargaining unit.

• Provide operational support on client-facing tools, including onboarding, permissions, performance monitoring, and error rate reporting
• Maintain and update metadata databases underlying Catalist tools
• Receive, triage, and respond to tools support issues in service tickets and interact with clients and internal staff as needed to gain an understanding of client issues, use cases, and software tools and services requirements
• Act as an advanced user of all client-facing Catalist applications and APIs for the purpose of assessing and assisting with client needs
• Develop and maintain a conversant, practical understanding of the breadth and use of Catalist data and synthetics
• Assist Account Executives with maintaining appropriate client access to tools and services, maintain contractual limits on application and service usage, and communicate regularly with Account Executives to set client expectations and timelines for resolutions, as appropriate
• Build, maintain, and analyze reports on client usage of application services, features, and data
• Oversee all assigned tickets from start to finish, deliver solutions to assigned Client Services tickets on time, and create documentation to support future resolution of similar issues
• Attend internal meetings to report on and discuss issues and their status

• BA in Mathematics, Science, Engineering, Political Science, or other technical discipline or equivalent experience
• Interpersonal and written communication skills for the purpose of achieving clarity and shared understanding of tasks and issue dispositions and resolution
• Time management skills, with the ability to meet service-level agreements on support ticket dispositions
• Ability to handle and deliver on multiple simultaneous task assignments
• Conversant skill with web-based data management tools
• Familiarity with tabular data file formats such as MS Excel, CSV, or TSV
• Strong SQL skills
• Background check required

• Experience using Catalist software
• Proficiency with scripting languages (bash, python) and reporting software such as Tableau
• Comfortable with structured data file formats such as JSON or XML

Benefits

Medical, Dental, Vision, Prescription Drug

Catalist offers Medical, Dental, Vision, and Prescription Drug coverage for eligible staff and their eligible dependents. Catalist’s Medical plan is a comprehensive PPO program including Prescription Drug coverage with 85% of the premium paid by Catalist. Dental and Vision coverage is provided at no cost to employees.

Group Term Life Insurance and Long-Term & Short-Term Disability Coverage

Group Term Life Insurance and Long-Term and Short-Term Disability coverage is available for eligible staff. These benefits are provided at no cost to Catalist employees.

401(k) Safe Harbor Plan

A 401(k) Safe Harbor Plan is available to eligible staff with a 3% contribution from Catalist from the date of hire. Employees may contribute pre-tax or post-tax from their salary up to the legal limits set forth by the IRS.

Medical and Dependent Care Flexible Spending Accounts (FSAs)

Catalist offers an FSA Program that gives eligible staff the ability to pay out-of-pocket medical/dental/vision/child care expenses from pre-tax earnings.

Transit Benefits

Catalist also makes available a Transit benefit FSA program to eligible employees using pre-tax contributions with a company match.

Professional Development and Remote Work Expenses

Eligible employees may be reimbursed up to $750 each year for professional development / education and remote work expenses.

Student Loan PayDown or SaveUp

Catalist offers a Student Loan PayDown and College SaveUp benefit for eligible staff.

Vacation, Personal Leave, Sick Leave Benefits

Catalist offers generous vacation benefits to all eligible staff. Eligible employees also receive:

- 14 Paid Holidays

- Personal Days

- Sick Leave

- Parental Leave

Hybrid Office/Remote Work

Certain positions at Catalist are eligible for Office/Remote Hybrid or full Remote status.