Technician, Customer Success Team

Technician, Customer Success Team

Fully Remote
• CITI Office - Plantation, FL 33324

Salary Range $22.00 - $25.00 Hourly Position Type Full Time Job Shift Day Education Level 4 Year Degree Travel Percentage Negligible

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.

• 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, Grade books courses, expiration dates, look back, etc., using HTML and CSS.
• 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.
• 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.
• Work with the Systems Team on software rollouts and updates by being an active member of the User Acceptance Testing (UAT) Team.
• Perform any other related duties as required or assigned.

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.…