portal resources jobs companies p partnership to end addiction technical support representative

Technical Support Representative 🔥


We are seeking a technical support representative to join our Family Services team to support our Parent Coaches and Helpline Specialists in using our proprietary Platform software as well as a learning management system (LMS). This role is directly related to the capabilities around our mission of helping parents, caregivers and individuals prevent, treat, and overcome addiction.

The technical support representative helps customers troubleshoot issues with web software running on a personal computing device. Tech support is also responsible for maintaining records of customer interactions and collaborating with others to improve the company’s system requirements. Candidates should have excellent written and oral communication skills, strong interpersonal skills and outstanding analytical skills.

The ideal candidate should have a passion for helping families struggling with a loved one’s substance use.

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 daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
  • Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
  • Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
  • Develop training manuals and troubleshooting procedures to help both support employees and end users to interact properly with hardware and software.
  • Collaborate with Family and Community Support Services and technical teams to establish goals, objectives and system improvements.
  • Create and implement new workflow processes to improve end user efficiency and customer satisfaction while reducing costs.
  • Work under general supervision with some degree of independence.  

Qualifications: 

  • Completion of training program and certificate in IT technical support required
  • 1+ years’ technical support experience required
  • Working knowledge of PC and Mac operating systems and Microsoft Office
  • Experience with Microsoft Teams preferred
  • Strong written and oral communication skills and ability to remain calm, patient and professional in all circumstances
  • Ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
  • Willingness to learn through on-the-job training
  • Available to work afternoons and evenings EST, with possible weekend hours
  • Bilingual English/Spanish preferred

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 [1] Partnership to End Addiction.  


  1. https://drugfree.org/article/work-at-the-partnership/

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