Technical Customer Support Specialist

New York State Psychiatry Institute•New York, NY

5d•Onsite

About The Position

The Research Foundation for Mental Hygiene is seeking a qualified candidate to fill a full-time Technical Customer support specialist position for the Center for Practice Innovations (CPI) and user support on CPI's Learning Management System (LMS). The CPI works with state agencies, local government agencies, and over 1,000 provider agencies across NY State. Its mission is to promote the widespread availability of evidence-based practices to improve mental health services, ensure accountability, and promote recovery-oriented outcomes for consumers and families. To help promote training in evidence-based practices, the Center uses a learning management system, a web-based e-learning platform used to administer, document, track, and report training. This is PRIMARILY a customer service position. It requires a highly organized individual who can collaborate effectively with a team to provide excellent customer support. The candidate should possess strong administrative skills and be willing to engage with a diverse group of people, including internal staff and leadership, agency and program staff, consumers of mental health services, their family members, and service vendors. The chosen candidate will be joining an efficient team. We encourage interest from someone willing to commit to a period of at least one year of support as training for this role is continuous once onboarded. Duties and Responsibilities: Clear communication is vital to this role, as it is PRIMARILY a customer service position. This role requires strong attention to detail, the ability to multitask, and the ability to use time management skills effectively. The incumbent should be able to convey technical information to a diverse population of users through email and telephone, including potential and current users of CPI's LMS and other services. Desirable candidates must demonstrate the ability to listen actively and quickly assess the needs of LMS users regarding general inquiries about the Center, the LMS, and CPI's upcoming training, as well as the willingness to learn. The incumbent must be highly personable and possess excellent communication (both verbal and written) skills. They must also be able to exhibit strong follow-through and establish and maintain effective working relationships with fellow team members, CPI staff, and end-users. Primary duties include providing assistance and problem-solving with various technical assistance services and managing the resolution of LMS and website issues. These may include resolving incidents, processing requests, updating databases, supporting learners who access training and register for events, investigating and resolving customer concerns, data entry, and preparing spreadsheets. The incumbent will also provide administrative support to the Center by placing storefront orders, processing pay orders, organizing/supporting meetings, and performing other duties as assigned.

Requirements

Bachelor's degree and a minimum of (1) year of relevant experience required.
Must have at least (1) year of recent customer service experience.
Applicants must have at least (1) year experience in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.

Nice To Haves

The applicant should have one to two years of experience in modifying, editing, and creating basic HTML content and formats.
The applicant should possess (2-4) years of consistent customer service experience.
At least (6) months web-based meeting platforms such as Zoom, Webex, or Teams is also required.

Responsibilities

Providing assistance and problem-solving with various technical assistance services
Managing the resolution of LMS and website issues
Resolving incidents
Processing requests
Updating databases
Supporting learners who access training and register for events
Investigating and resolving customer concerns
Data entry
Preparing spreadsheets
Providing administrative support to the Center by placing storefront orders, processing pay orders, organizing/supporting meetings, and performing other duties as assigned.