What are the responsibilities and job description for the Technical Customer Support Specialist position at New York State Psychiatry Institute?
Salary: $48,599 - $51,927
Grade: 13
The Research Foundation for Mental Hygiene is seeking a qualified candidate to fill a full-time as a Technical Support/Administrative Aide needed for customer service for the Center for Practice Innovations (CPI) and 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.
This is a team-based position that requires a highly organized individual to collaborate with others as well as provide excellent customer service. 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.
Duties and Responsibilities:
Clear communication is vital to this role as this is a customer service position. This role requires strong attention to detail, 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 two years' experience required.
- One year of recent experience in customer service.
- Two years of experience modifying, editing and creating basic HTML content/ formats.
Preferred Qualifications:
- Two to four years of overall current and consistent customer service work experience.
- Two to four years of experience using Microsoft Office Suite and in web-based meeting platforms such as Zoom, Webex, or Teams.
RFMH employees may be required to be vaccinated for COVID-19 depending on work location and must provide proof of vaccination. Individuals that are not vaccinated for COVID-19 are ineligible for appointment to positions that require vaccination. Fully vaccinated is defined as two (2) or more weeks since receiving either the second dose in a two-dose COVID-19 vaccination series (e.g., Pfizer-BioNTech or Moderna) or the first and only dose of a single-dose vaccine (e.g., Johnson & Johnson [J&J]/Janssen).
Work Location: 722 West 168th , New York, NY 10032 Room 248
To Apply: Submit an application through our website at https://nyspi.applicantpro.com/jobs/ no later than March 28th, 2023. Please note- only applications submitted through our website will be considered.
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.
Salary : $48,599 - $51,927