Organization Overview

The National Council for Mental Wellbeing (National Council) is the unifying voice of America’s community mental health and addictions treatment organizations. A not-for-profit 501(c)(3) association, the National Council for Mental Wellbeing’s mission is to advance our members’ ability to deliver integrated healthcare. Together with our 3,200 member organizations, we serve our nation’s most vulnerable citizens — more than 10 million adults and children living with mental illnesses and addiction disorders. We are committed to ensuring all Americans have access to comprehensive, high-quality care that affords every opportunity for recovery and full participation in community life. The National Council introduced Mental Health First Aid USA and more than 2 million Americans have been trained.

The National Council’s Mental Health First Aid department leads a ground-breaking program with over 2 million Americans trained to date, that teach people how to recognize and respond to mental health substance use challenges. Demand for this program comes from an ever-growing base of stakeholders across the country and aligns with the National Council’s full portfolio of public education, technical assistance and policy activities intended to promote healthy minds and strong communities.

Position Summary

The Sr. Client Support Representative, Technical Assistance, will work under the direction of the Manager, Client Support to provide day-to-day support of Mental Health First Aid operations and its clients. Working as part of the Client Care Department, this position will respond to advanced technical inquiries and questions through our internal ticketing system and by phone. The incumbent will be required to provide advanced technical assistance to Instructors and Coordinators on our learning management system. They may need to troubleshoot directly with clients as needed if system errors occur. The Sr. Client Support Representative, Technical Assistance is required to maintain a professional, encouraging, and empathetic attitude toward clients.

Responsibilities

• Manage and maintain technical response and documentation for system users.
• Receive inquiries from support team that require investigating technical resolutions. This may require direct troubleshooting with the client via phone, email, or video conference.
• Respond to internal and external inquiries related to all MHFA products while maintaining an encouraging, empathetic, and professional attitude toward clients and ensuring client satisfaction.
• Schedule and host additional trainings as needed in collaboration with Client Services to review technical skills with clients
• Receive and respond to technical service inquiries within two business days and collaborate with appropriate departments as needed.
• Provide routine feedback on the efficiency of the technical platforms and assist in the implementation of improvements and enhancements.
• Contributes to enhanced support strategies and personalized technical assistance across system platforms.
• Collaborate with IT and Learning Systems Teams as necessary to provide feedback and troubleshoot systems issues.
• Primary work hours are staffed by the team in two shifts: 8:30 AM – 5:00 PM and 11:30 AM – 8:00 PM unless otherwise noted by supervisor(s).
• Other duties as assigned by departmental leadership.

Required Qualifications

• Post-secondary degree or equivalent experience in a technical field.
• 3-5 years of work experience in a software support desk environment at tier II or tier III level.
• Previous experience with team leadership or team management.
• Previous experience in administrative role using a CRM database and/or Learning Management System (LMS) or other comparable system.
• Familiarity with at least one programming language and HTML constructs.
• Experience providing one on one advanced technical assistance to end users on using systems.
• Working knowledge of major operating systems (MacOS, iOS, Windows, ubuntu, Android OS).
• Outstanding customer, interpersonal, and written communication skills.
• Ability to interact with internal and external stakeholders at all levels with professionalism and diplomacy.
• Experience managing or supporting cloud-based SaaS solutions in a customer facing role.
• Technical documentation of platform issues; technical business writing skills.
• Proficiency with Microsoft Office Suite products.
• Troubleshooting experience with Jira Service Desk or Zendesk.

Knowledge, Skills, and Abilities

• Exceptional organizational and time management skills with a high attention to detail.
• Strong leadership, and client management skills.
• Ability to act as leader and motivate team members to maintain high level of efficiency.
• Proven ability to work effectively as a member of team to achieve results.
• Problem-solving and investigative skills as they relate to technical assistance and resolutions.
• Flexible and adaptive approach to task management.
• Demonstration of process improvement development.
• Specialization in mental health education or supporting curriculum-based questions is a plus.
• Ability to maintain a productive attitude when customers provide critical or unsatisfied feedback.

National Council is an Equal Opportunity/Affirmative Action Employer – All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. We use E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please contact the Department of Homeland Security at 888-897-7781 or visit www.dhs.gov/everify.