TECHNICIAN, CUSTOMER SUCCESS TEAM

*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.

Technician, Customer Success Team

General Summary/Objective:

This 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 (*).

Education required:

Associate degree and two years of experience in technical support, computer information systems, or related field. Bachelor’s preferred.

Experience Required:

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required.

• Excellent oral and written communication skills.
• 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
• Outstanding customer service skills with the drive to always provide the customer with an excellent experience

Location:

Fort Lauderdale, FL, or the remote U.S. (If located outside south Florida, you may be expected to make occasional visits to Fort Lauderdale for in-person meetings).

Physical Demands and Environment:

This position operates in both an office & remote work environment using standard office equipment & technology and requires occasional field work attending trade shows and conferences. 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:

$19 - $20 per hour

Benefits:

• Flexible schedule
• Medical, dental, and vision insurance
• Retirement benefits
• Group life Insurance
• Voluntary supplemental insurance
• Generous paid time off

EEO and Accommodations:

BRANY is committed to having a diverse population and a policy of equal opportunity for all employees, and applicants for employment, without regard to race, color, creed/religion, sex, sexual orientation, gender identity characteristics, genetic predisposition or carrier status, domestic violence victim status, marital status, national origin, age, disability, status as a veteran or special disabled veteran, or citizenship status, in accordance with applicable federal, state, and local law. BRANY also recognizes same-sex marriages and the employment rights of those in the LGBT community. BRANY is an Equal Opportunity/Affirmative Action employer.

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 accommodations. 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 HR@brany.com