Technical Customer Support Specialist

Job Title: Technical Customer Support Specialist

Grade: 13

Salary: $50,057-52,753

The Research Foundation for Mental Hygiene is seeking a qualified applicant to fill a full-time Technical Customer Support Specialist position for the Behavioral Health Services and Policy Research department at the New York State Psychiatric Institute. 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.

The ideal candidate should be enthusiastic about bringing their skills to an already dynamic team; a highly organized individual committed to working in collaboration with others to meet goals. The incumbent will also need to have administrative skills and the willingness to relate to a diverse group, including internal staff/leadership, agency/program staff, leadership, consumers of mental health services, family members, and service vendors.

This position can be hybrid or fully remote, and the applicant must reside in the NYC metro area or NY State.

Duties and Responsibilities:

• This is, first and foremost, a customer service position. As such, clear communication among the team and the customer are vital in achieving deliverables. Providing excellence customer service is paramount to succeeding in this role. This role requires strong attention to detail, the ability to multi-task, and effective time management skills. The incumbent requires strong attention to detail, the ability to multi-task, and effective time management skills.
• The incumbent should be able to convey technical information to a diverse population of users through email and telephone with 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 be willing to learn.
• Incumbent must be highly personable and possess excellent communication (both verbal and written) skills. They must also exhibit strong follow-through, establish, and maintain effective working relationships with fellow team members, CPI staff, and end-users.
• Primary duties include providing assistance and problem-solving 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. Incumbent will also provide administrative support to the Center by modifying, editing, and creating basic HTML content/ formats.

Minimum Qualifications:

• Bachelor's degree and (2) years customer service experience required.
• MUST have at least (1) year of recent experience in customer service.
• Applicants MUST have (2) years of experience using Microsoft Office Suite: Word, Excel, Outlook, and PowerPoint.
• Applicants MUST have (2) years of experience modifying, editing and creating basic HTML content/ formats.

Preferred Qualifications:

• Applicant should have two to four years of overall current and consistent customer service work experience.
• Applicant has two to four years of experience using Microsoft Office Suite and in web-based meeting platforms such as Zoom, Webex, or Teams.

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

To Apply: Submit an application through our website at https://nyspi.applicantpro.com/jobs/. Please note only applications submitted through our website will be considered.

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. Employer/Minority/Women/Disabled/Veteran Employer. VEVRAA 41 CFR 60-300.5(a) compliant.