Customer Service and Technical Support - ITD

Customer Service & Technical Support Specialist
- Institute for Training & Development (ITD)

At Talbert House, our mission is to empower children, adults, and families to live healthy, safe, and productive lives. The Institute for Training and Development (ITD) supports this mission by providing high-quality educational and training opportunities that strengthen the skills and knowledge of employees and professionals throughout the behavioral health community.

We are seeking a Customer Service & Technical Support Specialist
- Institute for Training & Development (ITD) who is passionate about helping others, enjoys working with technology, and takes pride in delivering exceptional customer service. This position plays an important role in creating a positive, seamless learning experience for presenters, partner agencies, and learners.

As a key member of the ITD team, you will serve as a primary resource for customer support and basic technical assistance related to our learning management system (LMS), training registration platform, webinars, virtual learning events, and website coordination. You will help learners navigate technology, resolve issues, manage registrations, and access the educational resources they need to succeed.

If you enjoy problem-solving, learning new technology, building positive relationships, and making a difference behind the scenes, this may be the opportunity for you!

Success in this role means creating a reliable, welcoming, and responsive experience for everyone who interacts with ITD. Key outcomes include:

• Providing timely, effective resolution of technical and customer service issues.
• Ensuring accurate registration, attendance, course completion, and certificate records.
• Helping presenters and learners successfully access webinars and online learning opportunities.
• Coordinating website updates and maintenance with the website hosting vendor.
• Maintaining accurate and complete training documentation and reporting.
• Delivering a consistently positive customer experience through professionalism, patience, and follow-through.

Customer Service & Technical Support

• Serve as a primary point of contact for learners, presenters, partner agencies, staff, and vendors by providing responsive, professional assistance via phone and email.
• Provide basic technical support for the LMS, training registration platform, webinars, virtual learning events, and related online resources.
• Assist users with login issues, registrations, course enrollments, course access, payments, webinar connections, audio/video challenges, attendance tracking, and certificates.
• Guide customers through technical processes in a clear, patient, and easy-to-understand manner.
• Monitor and manage multiple email inboxes, databases, software platforms, and websites to ensure timely communication and issue resolution.
• Recognize recurring questions or technical challenges and help develop resources that improve the overall customer experience.

Training & Webinar Coordination

• Coordinate administrative and technical aspects of webinars, virtual learning events, and online training activities.
• Assist presenters and participants with accessing virtual learning platforms and resolving technical difficulties.
• Manage learner accounts, registrations, course enrollments, attendance records, completion tracking, and certificates.
• Maintain accurate continuing education and training documentation.
• Generate reports related to registrations, attendance, course completion, and other training activities.

Administrative & Departmental Support

• Provide day-to-day administrative support, including correspondence, document preparation, scheduling, and calendar coordination.
• Assist with department meetings,…