Customer Service and Technical Support - ITD

Position Summary 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! What Success Looks Like 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.

Key Responsibilities

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, appointments, projects, and special initiatives.
• Prepare reports, presentations, and other materials to support departmental and program needs.
• Provide Microsoft 365 and Outlook support as needed.
• Coordinate website updates and maintenance requests with the website hosting vendor.

Records Management & Compliance

• Enter, update, organize, and maintain accurate electronic and paper records.
• Scan, copy, and maintain documentation to ensure files are complete, accessible, and properly organized.
• Review records and documentation for accuracy, completeness, and compliance with agency and funder requirements.
• Maintain confidentiality and ensure required documentation is completed within established deadlines.

Financial & Reporting Support

• Process invoices and financial documentation accurately and in a timely manner.
• Perform basic to intermediate accounting and data entry tasks.
• Identify discrepancies and communicate concerns to management for review.
• Prepare routine reports and assist with data collection and departmental reporting requirements.

Project & Team Support

• Coordinate assigned projects and provide administrative assistance for departmental initiatives.
• Collaborate with ITD team members and other departments to support successful training operations.
• Identify opportunities to improve processes, customer support resources, and overall efficiency.
• Perform other duties and special projects as assigned.

Required Knowledge, Skills & Abilities We are looking for someone who combines strong customer service skills with technical aptitude, attention to detail, and a commitment to helping others. Customer Service & Communication

• Demonstrates a strong commitment to the Talbert House mission and agency values.
• Provides friendly, professional, and responsive customer service to learners, presenters, partner agencies, staff, and vendors.
• Communicates technical information clearly and effectively to individuals with varying levels of technology experience.
• Demonstrates patience, professionalism, and problem-solving skills when assisting frustrated customers or resolving challenging situations.
• Possesses excellent written and verbal communication skills.

Technical & Technology Skills

• Ability to learn and support multiple software systems, online platforms, and technology tools.
• Working knowledge of Microsoft 365 and virtual meeting platforms such as Microsoft Teams, Zoom, Webex, or similar applications.
• Ability to manage user accounts, registrations, course enrollments, attendance, completion records, and certificates within an LMS and training registration platform.
• Ability to troubleshoot common technical issues involving logins, course access, webinars, audio/video, and online learning.
• Ability to develop and maintain user instructions, FAQs, troubleshooting guides, and other support resources.
• Strong computer skills and willingness to learn new technologies and processes.

Organization & Problem-Solving

• Strong organizational skills and attention to detail, with an emphasis on accuracy, documentation, and follow-through.
• Ability to manage multiple responsibilities, prioritize competing demands, and meet established deadlines.
• Demonstrates initiative and the ability to identify problems, research solutions, and follow issues through to resolution.
• Ability to work independently while contributing effectively to a collaborative team environment.
• Flexibility and adaptability in a changing, fast-paced environment.

Preferred Experience

• Experience supporting a learning management system (LMS), training registration platform, or virtual learning environment.
• Experience with website content management or coordinating website updates.
• Previous experience in help desk support, customer service, technical support, or continuing education program administration.

Minimum Job Requirements

• Education: Bachelor's degree preferred.
• Experience: Minimum of three years of relevant professional experience.
• Location: Tilow Executive Center.
• License/Certification: Valid driver's license and proof of automobile insurance.

Our Mission & Values At Talbert House, our work is guided by a commitment to empowering individuals, families, and communities. We believe in creating an environment where employees, partners, and customers are treated with dignity, respect, and compassion.

Our agency values guide how we work and interact with others:

• Advocacy
• Collaboration
• Compassion
• Inclusion
• Integration
• Integrity
• Quality
• Respect

We encourage individuals who share these values and enjoy helping others succeed to consider joining our team! Equal Employment Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.