TECHNICIAN, CUSTOMER SUCCESS TEAM

Biomedical Research Alliance of NY; Plantation (FL); On-site; USD 46,000 - 52,000; Full time

Benefits offered by this job

Flexible schedule

Medical, dental, and vision insurance

Retirement benefits

Generous paid time off

Job summary

The Biomedical Research Alliance of NY is seeking a Full Time position for onboarding and implementing new CITI Program subscribing organizations. The role requires strong technical support skills including knowledge of HTML and customer service responsibilities, ensuring customer satisfaction goals are met.

This remote position is based in Florida with occasional travel to Fort Lauderdale. Ideal candidates will have at least one year of experience in technical support, a bachelor's degree, and proficiency in Microsoft Office and Salesforce.

Qualifications

• One year of experience in technical support or related field.
• Strong knowledge of HTML and web-based software.
• Working knowledge of Salesforce or other CRM.

Responsibilities

• Onboard and implement new subscribing organizations.
• Act as customer liaison to guide customers through content.
• Provide ongoing support to organizational customers.

Skills

Technical support

HTML knowledge

Web-based software

Microsoft Office suite

Salesforce or other CRM

Education

Bachelor's Degree

Job description

Job Overview

Position Type: Full Time; Education Level: 4 Year Degree; Salary Range: $22.00 – $25.00 hourly; Travel Percentage: Negligible; Shift: Day.

Location

Remote/Fort Lauderdale, FL (Outside South Florida may be expected to make occasional visits to Fort Lauderdale or in-person meetings).

Responsibilities

1. Onboard and implement new CITI Program subscribing organizations, providing concierge-level customer service and technical support, onboarding training, and setting up custom modules, gradebooks, courses, expiration dates, lookbacks, using HTML and CSS.
2. Act as customer liaison with content, sales, systems and other CITI Program teams to guide customers through content and technical products, and work with subject matter experts to address requests and support questions.
3. Provide ongoing support to organizational customers via phone and email, handling course add-ons, setup changes, custom modules, additional technical services, general questions, meet SLA and customer satisfaction goals, and provide higher-level end-user support.
4. Collaborate with the Systems Team on software rollouts and updates as an active member of the User Acceptance Testing (UAT) team.
5. Perform any other related duties as required or assigned.

Qualifications

• Education: Bachelor’s Degree.
• One year of experience in technical support, computer information systems, or 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.

Physical Demands and Environment

This position operates in an office environment using standard office equipment. The role requires seeing, talking, hearing, and mobility, frequent use of hands, fingers, and arms.

Travel

Occasional overnight travel to industry conferences and company events, mainly within the U.S., likely less than 10% travel.

Benefits

• Flexible schedule
• Medical, dental, and vision insurance
• Retirement benefits
• Group life insurance
• Voluntary supplemental insurance
• Generous paid time off

EEO and Accommodations

BRANY fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits based on qualifications without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state, or local law. In accordance with requirements of the Americans with Disabilities Act, and applicable state laws, it is our policy to provide reasonable accommodation upon request during the application process to eligible applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal and state employment laws and the information requested on this application will only be used for purposes consistent with those laws. BRANY is committed to the full inclusion of all qualified individuals. In keeping with our commitment, BRANY will take the steps to ensure that people with disabilities are provided reasonable accommodation. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact a BRANY representative at [e-mail].

Other Information

Sponsorship is not available. Wage is based upon an 8‑hour workday, for a total of 40 hours/week. Non‑exempt.