Technical Customer Support Specialist

Research Foundation for Mental Hygiene, Inc.; New York (NY); On-site; USD 52,000 - 62,000; Full time

Benefits offered by this job

Excellent Benefits Package

Job summary

The Research Foundation for Mental Hygiene, Inc. seeks a full-time Technical Customer Support Specialist to support CPI and OnTrackNY LMS operations from our New York office.

The role emphasizes clear communication with diverse users, strong attention to detail, and the ability to translate technical information into practical guidance for learners and staff. Experience with Microsoft Office is required.

Qualifications

• 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.

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.

Skills

Customer service

Communication skills

Multitasking

Time management

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Job Title: Technical Customer Support Specialist

Grade: 13

Salary: $52,079-$62,323

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 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.

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.

Minimum Qualifications

• 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.

Preferred Qualifications

• The applicant should have (1-2) 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.

Work Location: 722 West 168th St, New York, NY 10032

The Mission of the Research Foundation for Mental Hygiene, Inc. (RFMH) is to promote the mental health of all New Yorkers, with a focus on providing hope and supporting recovery for adults with serious mental illness and children with serious emotional disturbances. Applicants with lived mental health experience are encouraged to apply. RFMH is deeply committed to supporting underserved individuals, organizations, and communities. To this end, RFMH is focused on implementing activities and initiatives to reduce disparities in access, quality, and treatment outcomes for underserved populations. A critical component of these efforts is ensuring that RFMH is a diverse and inclusive workplace where all employees' unique attributes and skills are valued and utilized to support the mission of the Agency. RFMH is an equal opportunity/affirmative action employer.

The Research Foundation is a private not-for-profit corporation and is not an agency or instrumentality of the State of New York. Employees of the Research Foundation are not state employees, do not participate in any state retirement system, and do not receive state fringe benefits. Excellent Benefits Package. Affirmative Action/Equal Opportunity Employer - Disabled/Veteran, 41 CFR 60-741.5(a) and 41 CFR 60-300.5(a) compliant.

Salary: $52079 - $62323 per year