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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 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.

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.
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.
Listen actively and quickly assess the needs of LMS users regarding general inquiries about the Center, the LMS, and CPI's upcoming training.
Exhibit strong follow-through and establish and maintain effective working relationships with fellow team members, CPI staff, and end-users.

Requirements

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.
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.

Skills

Strong attention to detail
Ability to multitask
Effective time management skills
Excellent communication (both verbal and written) skills
Highly personable

Location

722 West 168th St, New York, NY 10032

Work Type

Full-time

Experience Level

1+ year of relevant experience
1+ year of recent customer service experience
1+ year experience in Microsoft Office Suite
1-2 years of experience in modifying, editing, and creating basic HTML content and formats
2-4 years of consistent customer service experience
6+ months web-based meeting platforms experience

Education Level

Bachelor's degree

Salary/Compensations

$52,079-$62,323

Benefits

Excellent Benefits Package

About the Company

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.
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.
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.

Equal Opportunity

RFMH is an equal opportunity/affirmative action employer.
Affirmative Action/Equal Opportunity Employer - Disabled/Veteran, 41 CFR 60-741.5(a) and 41 CFR 60-300.5(a) compliant.