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Customer Support Specialist 🔥


The Public Health Foundation (PHF), a national, non-profit organization dedicated to improving the public's health by strengthening the quality and performance of public health practice, is seeking a full-time Customer Support Specialist for TRAIN, its proprietary Learning Management System (LMS). TRAIN provides thousands of quality training opportunities to more than 4 million professionals who protect and improve the public's health. 


As the Customer Support Specialist, you will interact daily with TRAIN account holders across the globe and provide assistance on any number of inquiries through the help desk, including resetting passwords, completing account profiles, and accessing various elements of training content. You will take the lead on creating new processes and procedures for providing excellent customer service. You will be the primary representative with the majority of your time being spent in FreshDesk. FreshDesk is currently monitored Monday through Friday, 9am-5pm Eastern excluding U.S. federal holidays. This role will report to the Director of Product.


As TRAIN continues to grow and we see an increase in the number of clients who want to utilize our in-house support services, you may be involved in the hiring and training of additional staff for TRAIN Support.


You’d be great for this role if:

• You enjoy empowering users with the knowledge to do things for themselves in the future, not just fixing things for them

• You are an outstanding communicator who treats users like real people and not anonymous ticket openers

• You can address the immediate need while anticipating the next question the user may ask

• You are comfortable being uncomfortable and figuring things out on the fly

• You believe in the importance of quality support and establishing rapport in the first, if not only, human connection between the users and the product 


Day-to-Day Support Functions:

• Respond to customer queries in a timely and accurate way via FreshDesk or phone

• Identify customer needs and help customers use specific features

• Follow up with customers to ensure their issues are resolved

• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

• Contribute to knowledge base articles for faster response to customer issues

• Gather customer feedback and share with internal teams

• Provide statistics and ticket trends on a regular basis


Knowledge, Skills, Experience, and Values:

• Minimum three (3) years of experience in customer support roles with increasing levels of responsibility

• Experience using help desk software and remote support tools

• Excellent communication and problem-solving skills

• Ability to multi-task and keep track of help tickets in varying stages of completion

• Patience when handling tough cases

• Experience with Learning Management System (LMS) support is a plus

• Experience with FreshDesk is a plus


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