TECHNICIAN, CUSTOMER SUCCESS TEAM

BIOMEDICAL RESEARCH ALLIANCE OF NEW YORK LLC•Plantation, FL

1d•$22 - $25•Hybrid

About The Position

Collaborative Institutional Training Initiative (CITI Program) CITI Program was established in 2000 and is a leading global online education provider. Its web-based training materials serve millions of learners and thousands of subscribing institutions. CITI Program is dedicated to serving the training needs of colleges and universities, healthcare institutions, technology and research organizations, and governmental agencies, as they foster integrity and professional advancement of their learners. CITI Program is the preeminent leader in online research, ethics, compliance, and training. It has trained researchers globally for over 20 years at thousands of academic, research, and healthcare organizations. CITI Program is a dynamic and collegial working environment with opportunities to bring forth new educational materials that support learners and institutions in the U.S. and around the world. CITI Program joined the Biomedical Research Alliance of New York (BRANY) in 2016. BRANY was founded in 1998 and is jointly owned by four leading academic medical centers - NYU School of Medicine, Montefiore Medical Center, Icahn School of Medicine, and Northwell Health. BRANY is also a premier resource for research support services for hospitals, academic medical centers, and investigators, among its other ventures. General Summary/Objective: This TEMP to PERM position represents CITI Program to the community, national experts, and professional and academic societies. This individual works with administrators, faculty, scholars, and staff at all levels and in varying professional areas to help ensure CITI Program’s impact and success. The individual also ensures proper relationships are established and maintained with these stakeholders. CITI Program’s Customer Success Team (CST) builds relationships with our organizational subscribers while providing high-quality technical support and customer service. This includes onboarding new subscribers, setting up technical services, and ongoing technical support. Technicians will proactively contact customers to offer solutions or better options to optimize their use of CITI Program products. Technicians with CST work closely with all CITI Program departments to provide customer support for all CITI Program products. Technicians are also part of the testing team for new features and releases and require a strong understanding of online learning platforms. Technicians assist in setting up custom content modules for our subscribers and should have a good command of HTML.

Requirements

Bachelor’s Degree
One year of experience in technical support, computer information systems, or any related field.
Strong knowledge of HTML, web-based software and services, and Microsoft Office suite
Working knowledge of Salesforce or other CRM
Knowledge of CITI Program or online training platforms desired

Responsibilities

Onboarding/Implementation of new CITI Program subscribing organizations.
Provide concierge-level customer service and technical support to CITI Program’s new customers.
Provide onboarding training to organization administrators and assist customers in completing course selection forms.
Set up custom modules, Gradebooks courses, expiration dates, look back, etc., using HTML and CSS.
Customer liaison with content, sales, systems, and other CITI Program teams to guide customers through content and technical products.
Work with subject matter experts to address requests and support questions appropriately.
Continued support of CITI Program organizational customers by answering administrator requests via phone and email.
This includes but is not limited to course add-ons, setup changes, custom modules, additional technical services, and general questions.
Meet CITI Program’s service level agreement and customer satisfaction rate goals.
Provide higher-level end-user support for CITI Program learners.
Work with the Systems Team on software rollouts and updates by being an active member of the User Acceptance Testing (UAT) Team.
Perform any other related duties as required or assigned.