Position: Program Associate – Customer Support

We are currently seeking an entry-level, conscientious and detail-oriented individual who enjoys multi-tasking, productivity, and making a difference for our customers.

Hours will be 8 AM to 5 PM during the training/onboarding phase. Normal work hours are 10 AM to 7 PM to accommodate client time zones.

ACEMAPP Customer Support position will be an entry-level/full-time staff member responsible for:

  • Providing support to users and members through phone calls and our internal CRM (Customer Relationship Management) system
  • Working with team members to answer phone calls, review account information, confirm information, and direct calls
  • Updating information and maintaining detailed documentation of calls and/or online conversations
  • Researching, conducting ongoing system testing, and delivering feedback to our IT, Training, Communications, and Account Teams

Responsibilities and Duties (in collaboration with the MHC Staff):

  • Develop an extensive working knowledge of the ACEMAPP application
  • Provide end user application support via phone and email
  • Troubleshoot issues reported by customers and provide efficient and effective solutions
  • Provide effective training to maximize use of the ACEMAPP software
  • All other responsibilities presented as deemed necessary by direct supervisor

Knowledge, Skills, and Abilities Required:

  • Understand the principals of and processes for providing excellent customer service
  • Organized; expert at juggling many tasks and projects
  • Demonstrates consistent professional etiquette with clients and colleagues
  • Self-starter, strong sense of initiative, and independent worker
  • Ability to sit for long periods of time and manage multiple computer screens
  • Computer knowledge required; including Microsoft Office with emphasis on knowledge of Excel
  • Strong verbal, written, technical, and analytical skills
  • Education or experience equivalent to what what would be obtained through a formal degree

Next Steps:

Please send your cover letter and resume via email to [email protected]