Customer and Technical Support Representative

Partnership to End Addiction is a national non-profit organization dedicated to ending the addiction crisis.  We understand addiction as a complex disease, demanding evidence-based, compassionate responses. Our mission centers on transforming the lives of young people by empowering the adults around them. We provide support, education, and resources for families confronting addiction, as well as partnering with organizations throughout the nation to fight this public health crisis. To learn more about our work, visit www.drugfree.org

We are seeking a part-time Customer & Technical Support Representative to work a combination of daytime, evening and weekend shifts for a total of 15 hours/week supporting individuals using a proprietary CRM platform.  The ideal candidate is a problem solver, excellent communicator and has some experience in customer service and basic technical support (or is highly proficient with technology). This position will be hybrid or remote depending on hours covered, will report to the Product Manager, Platform and will be an important member of the product team.

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
• Highly proficient with technology
• 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 Team
• Experience successfully working remotely/hybrid preferred  
• Bilingual English/Spanish preferred
• Ability to work evenings and some weekends

Expected Hours of Work:

This is a part-time position of 15 hours/week covering shifts during the hours of 10 AM – 9 PM Monday through Friday and some weekends between 12 PM – 6 PM.

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.

Learn more about working at Partnership to End Addiction.  

If you require reasonable accommodation to complete a job application, pre-employment testing, or a job

interview or to otherwise participate in the hiring process, please contact Human Resources at employment@toendaddiction.org.