Partnership to End Addiction Hiring for Customer and Technical Support Representatives at Remote Full Time

Customer and Technical Support Representatives

Partnership to End Addiction is a national nonprofit uniquely positioned to reach, engage and help families impacted by addiction. With decades of experience in research, direct service, communications and partnership-building, we provide families with personalized support and resources — while mobilizing policymakers, researchers and health care professionals to better address addiction systemically on a national scale. For more information, visit www.drugfree.org.

We are seeking two part-time Customer & Technical Support Representatives to work evenings and weekends assisting individuals using a proprietary CRM platform. The ideal candidates are bilingual (Spanish and English) and have experience in customer service and basic technical support (or are highly proficient with technology). This position will be remote and will report to the Director of Family Services Operations.

Responsibilities of the job include:

• Demonstrate and reflect the mission and values of the organization.
• Proactively coordinate and collaborate with colleagues to fulfill mission and objectives of the job.
• Provide and prioritize support to all Helpline staff, other clinical staff, and trained volunteers of various computer systems, including but not limited to, responding to inquiries and requests, answering questions, troubleshooting various issues, and escalating to appropriate technical personnel.
• Communicate clearly and effectively with users/customers, colleagues, and management to fulfill team’s objectives, quickly resolve issues, and ensure excellent customer service is provided.
• Utilize a ticketing system for tracking and troubleshooting reported issues.
• Maintain detailed records of all interactions with user/customers, reported issues, and completed solutions along with any further actions required by management or repair personnel.
• Collaborate with management, Chief Technology Officer (CTO), and/or IT team to respond to advanced technical and software issues.
• Aid in updating training manuals, visual instructions and illustrations, video guides, and troubleshooting procedures to support and guide user’s experience and ensure proper interaction with our Platform and other software.
• Work under general supervision with some degree of independence.

Qualifications:

• 1+ years’ customer support experience
• 1+ years’ basic technical support experience or willingness to learn some technical support skills preferred
• Strong written and oral communication skills
• Ability to remain calm, patient, empathetic, and professional in all circumstances
• Working knowledge of PC and Mac operating systems and Microsoft Office/Office 365
• Experience with Microsoft Teams preferred
• Experience with chat software like Slack or RocketChat preferred
• Ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
• Ability to prioritize tasks and utilize effective time management
• Willingness to continually learn through on-the-job training, learning new computer applications and software to support the daily tasks and goals of the Family Services Operations Team
• Experience successfully working remotely preferred
• Bilingual English/Spanish preferred
• Ability to work evenings and weekends

Expected Hours of Work:

This is a part-time role for a total of 23 hours per week to be split by two employees. The shifts to be covered are:

• Monday, Tuesday, and Wednesday: 7-9pm ET
• Thursday and Friday: 6-9pm ET
• Saturday: 11am-5pm ET
• Sunday: 12-5pm ET

Starting Pay Range:

$29/hour – $31.65/hour based on relevant experience and qualifications.

Partnership to End Addiction is proud to be an equal opportunity employer. We celebrate diversity and are committed to building an inclusive work environment for the success of our employees and the fulfillment of our mission. Our goal is to be a diverse workforce, encompassing a variety of backgrounds, perspectives, and skills, that is representative of the people and communities we aim to serve.

Cover letter, resume and salary expectations should be emailed for consideration.

Job Type: Part-time

Pay: $29.00 – $31.65 per hour

Benefits:

• Employee assistance program
• Employee discount
• Paid time off
• Retirement plan

Schedule:

• Evening shift
• Monday to Friday
• Weekend availability

Experience:

• Technical support: 1 year (Preferred)
• Customer support: 1 year (Required)

Language:

• English and Spanish fluently (Preferred)

Work Location: Remote