Customer Service and Technical Support - ITD

Talbert House•Cincinnati, OH

4d•$20 - $24

About The Position

Talbert House is seeking a Customer Service & Technical Support Specialist for its Institute for Training and Development (ITD). The role supports ITD’s educational and training programs by helping learners, presenters, partner agencies, staff, and vendors use the learning management system (LMS), training registration platform, webinars, virtual learning events, and online resources. The specialist provides customer service and basic technical assistance, supports registrations and course records, and coordinates website updates with the hosting vendor. The position also provides administrative, records, financial, reporting, and project support. It maintains accurate training documentation and records, assists with invoices and data entry, prepares routine reports and materials, and helps coordinate departmental activities. The successful candidate is organized, responsive, patient, comfortable learning technology, and committed to Talbert House’s mission and values.

Requirements

Minimum of three years of relevant professional experience.
Bachelor’s degree preferred.
Valid driver’s license and proof of automobile insurance.
Strong written and verbal communication skills.
Ability to provide friendly, professional, responsive customer service and communicate technical information clearly to people with varying levels of technology experience.
Patience, professionalism, and problem-solving skills when assisting customers and resolving challenging situations.
Ability to learn and support multiple software systems, online platforms, and technology tools.
Working knowledge of Microsoft 365 and virtual meeting platforms such as Microsoft Teams, Zoom, Webex, or similar applications.
Ability to manage user accounts, registrations, course enrollments, attendance, completion records, and certificates in an LMS and training registration platform.
Ability to troubleshoot common issues involving logins, course access, webinars, audio/video, and online learning.
Ability to develop and maintain user instructions, FAQs, troubleshooting guides, and other support resources.
Strong computer skills and willingness to learn new technologies and processes.
Strong organizational skills and attention to detail, with accuracy, documentation, and follow-through.
Ability to manage multiple responsibilities, prioritize competing demands, and meet deadlines.
Initiative and ability to identify problems, research solutions, and follow issues through to resolution.
Ability to work independently and contribute effectively to a collaborative team.
Flexibility and adaptability in a changing, fast-paced environment.
Commitment to the Talbert House mission and agency values.

Nice To Haves

Experience supporting a learning management system (LMS), training registration platform, or virtual learning environment.
Experience with website content management or coordinating website updates.
Previous experience in help desk support, customer service, technical support, or continuing education program administration.

Responsibilities

Serve as a primary contact for learners, presenters, partner agencies, staff, and vendors, providing professional assistance by phone and email.
Provide basic technical support for the LMS, training registration platform, webinars, virtual learning events, and related online resources.
Assist users with logins, registrations, enrollments, course access, payments, webinar connections, audio/video issues, attendance tracking, and certificates.
Explain technical processes clearly and patiently, and help develop resources to address recurring questions and challenges.
Monitor and manage email inboxes, databases, software platforms, and websites to support timely communication and issue resolution.
Coordinate administrative and technical aspects of webinars, virtual learning events, and online training.
Manage learner accounts, registrations, enrollments, attendance records, completion tracking, and certificates.
Maintain continuing education and training documentation and generate reports on registrations, attendance, course completion, and other training activities.
Provide day-to-day administrative support, including correspondence, document preparation, scheduling, and calendar coordination.
Assist with department meetings, appointments, projects, special initiatives, reports, presentations, and other program materials.
Provide Microsoft 365 and Outlook support as needed.
Coordinate website updates and maintenance requests with the website hosting vendor.
Enter, update, organize, scan, copy, and maintain electronic and paper records and documentation.
Review records for accuracy, completeness, and compliance with agency and funder requirements; maintain confidentiality and meet documentation deadlines.
Process invoices and financial documentation, perform basic to intermediate accounting and data entry, and flag discrepancies to management.
Collect data and prepare routine reports to support departmental reporting requirements.
Coordinate assigned projects, collaborate with ITD and other departments, and identify opportunities to improve processes, support resources, and efficiency.
Perform other duties and special projects as assigned.