TECHNICIAN, CUSTOMER SUCCESS TEAM

TECHNICIAN, CUSTOMER SUCCESS TEAM Fully Remote • CITI Office - Plantation, FL 33324 Apply Overview Salary Range $22.00 - $25.00 Hourly Position Type Temp to Perm Job Shift Day Education Level 4 Year Degree Travel Percentage Negligible Apply Description *We do not consider incomplete or Quick Apply applications. * About the Organization: Collaborative Institutional Training Initiative (CITI Program) CITI Program was established in 2000 and is a leading global online education provider. Its web-based training materials serve millions of learners and thousands of subscribing institutions. CITI Program is dedicated to serving the training needs of colleges and universities, healthcare institutions, technology and research organizations, and governmental agencies, as they foster integrity and professional advancement of their learners. CITI Program is the preeminent leader in online research, ethics, compliance, and safety training. It has trained researchers globally for over 20 years at thousands of academic, research, and healthcare organizations. CITI Program is a dynamic and collegial working environment with opportunities to bring forth new educational materials that support learners and institutions in the U.S. and around the world. CITI Program joined the Biomedical Research Alliance of New York (BRANY) in 2016. BRANY was founded in 1998 and is jointly owned by four leading academic medical centers - NYU School of Medicine, Montefiore Medical Center, Icahn School of Medicine, and Northwell Health. BRANY is also a premier resource for research support services for hospitals, academic medical centers, and investigators, among its other ventures. General Summary/Objective: This TEMP to PERM position represents CITI Program to the community, national experts, and professional and academic societies. This individual works with administrators, faculty, scholars, and staff at all levels and in varying professional areas to help ensure CITI Program’s impact and success. The individual also ensures proper relationships are established and maintained with these stakeholders. CITI Program’s Customer Success Team (CST) builds relationships with our organizational subscribers while providing high-quality technical support and customer service. This includes onboarding new subscribers, setting up technical services, and ongoing technical support. Technicians will proactively contact customers to offer solutions or better options to optimize their use of CITI Program products. Technicians with CST work closely with all CITI Program departments to provide customer support for all CITI Program products. Technicians are also part of the testing team for new features and releases and require a strong understanding of online learning platforms. Technicians assist in setting up custom content modules for our subscribers and should have a good command of HTML. Duties/Responsibilities: 1. Onboarding/Implementation of new CITI Program subscribing organizations. Provide concierge-level customer service and technical support to CITI Program’s new customers. Provide onboarding training to organization administrators and assist customers in completing course selection forms. Set up custom modules, Gradebooks courses, expiration dates, look back, etc., using HTML and CSS. 2. Customer liaison with content, sales, systems, and other CITI Program teams to guide customers through content and technical products. Work with subject matter experts to address requests and support questions appropriately. 3. Continued support of CITI Program organizational customers by answering administrator requests via phone and email. This includes but is not limited to course add-ons, setup changes, custom modules, additional technical services, and general questions. Meet CITI Program’s service level agreement and customer satisfaction rate goals. Provide higher-level end-user support for CITI Program learners. 4. Work with the Systems Team on software rollouts and updates by being an active member of the User Acceptance Testing (UAT) Team. 5. Perform any other related duties as required or assigned. Non-Essential Functions will be noted by asterisk (*). Qualifications Education required: Bachelor’s Degree Experience Required: One year of experience in technical support, computer information systems, or any related field. Qualifications: 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 SPONSORSHIP IS NOT AVAILABLE Location: Remote/Fort Lauderdale, FL, South Florida (If located outside south Florida, may be expected to make occasional visits to Fort Lauderdale or in-person meetings). Physical Demands and Environment: This position operates in an office environment using standard office equipment. The position requires the individual to see, talk, hear and be mobile. The employee is frequently required to use hands, fingers, and reach with hands and arms. Travel: This position requires occasional overnight travel to industry conferences and company events, mainly within the U.S. Likely less than 10% travel. Salary/Exempt Status/Hours: $22 - $25/non-exempt Wage is based upon an 8-hour workday, for a total of 40 hours/week 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 related to employment 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 [email protected]