Technical Customer Support Specialist
About the role
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 OnTrackNY user support on CPIs Learning Management System (LMS). The position is located at 722 West 168th St, New York, NY 10032. 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.
Responsibilities
- Clear communication is vital; this role is primarily a customer service position.
- Strong attention to detail, ability to multitask, and effective time management skills.
- Convey technical information to a diverse population of users via email and telephone, including potential and current users of CPIs LMS and other services.
- Listen actively and quickly assess the needs of LMS users regarding general inquiries about the Center, the LMS, and CPIs upcoming training.
- Demonstrate willingness to learn.
- Be highly personable with excellent verbal and written communication skills.
- Exhibit strong follow-through and establish/maintain effective working relationships with team members, CPI staff, and end‑users.
Requirements
- Bachelor's degree and a minimum of 1 year of relevant experience.
- At least 1 year of recent customer service experience.
- At least 1 year experience with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Qualifications
- 1‑2 years of experience modifying, editing, and creating basic HTML content and formats.
- 2‑4 years of consistent customer service experience.
- At least 6 months experience with web‑based meeting platforms such as Zoom, Webex, or Teams.
Pay
Salary range: $52,079‑$62,323.