Job Description

AUTISM PARTNERSHIP FOUNDATION (APF) IS A RESEARCH AND TRAINING NON-PROFIT THAT CHAMPIONS ADVANCING PROFESSIONAL STANDARDS AND TREATMENT FOR INDIVIDUALS DIAGNOSED WITH ASD (AUTISM) THROUGH RESEARCH AND TRAINING. APF’S RESEARCH TEAM IS RECOGNIZED WORLDWIDE FOR ITS INSTRUMENTAL CONTRIBUTIONS TO THE SCIENTIFIC LITERATURE IN THE FIELD OF APPLIED BEHAVIOR ANALYSIS (ABA) AND FOR ITS DEVELOPMENT OF CUTTING-EDGE BEHAVIORAL APPROACHES THAT MAKE FUNDAMENTAL DIFFERENCES IN THE LIVES OF CHILDREN WITH AUTISM. 

WE ARE LOOKING FOR A RESPONSIBLE ADMINISTRATIVE & TECHNICAL SUPPORT ASSISTANT TO PERFORM A VARIETY OF ADMINISTRATIVE AND TECHNICAL SUPPORT TASKS FOR A PERIOD OF ONE YEAR, WITH OPTION FOR RENEWAL. THE IDEAL CANDIDATE SHOULD HAVE EXCELLENT ORAL AND WRITTEN COMMUNICATION SKILLS AND BE HIGHLY ORGANIZED. ABILITY TO WORK AT THE SEAL BEACH, CA OFFICE PREFERRED. WE ARE A HYBRID-FRIENDLY WORK ENVIRONMENT, AND REMOTE APPLICANTS WILL BE CONSIDERED BASED ON SKILL AND QUALIFICATION. TRAINING WILL BE PROVIDED. PLEASE SEE BELOW FOR DETAILS.

TECHNICAL SUPPORT SPECIALIST JOB DESCRIPTION:

• RESPOND AND TROUBLESHOOT PARTICIPANT QUERIES IN A TIMELY AND ACCURATE WAY, VIA PHONE, EMAIL, OR CHAT.

• PROCESS RBT TRAINING CERTIFICATES. 

• REPETITIVE TASKS. 

• IDENTIFY PARTICIPANT NEEDS AND HELP PARTICIPANTS USE SPECIFIC FEATURES.

• ANALYZE AND REPORT PRODUCT MALFUNCTIONS (FOR EXAMPLE, BY TESTING DIFFERENT SCENARIOS OR IMPERSONATING USERS.)

• UPDATE OUR INTERNAL DATABASES WITH INFORMATION ABOUT TECHNICAL ISSUES AND USEFUL DISCUSSIONS WITH PARTICIPANTS.

• MONITOR PARTICIPANT COMPLAINTS ON SOCIAL MEDIA AND REACH OUT TO PROVIDE ASSISTANCE.

• SHARE FEATURE REQUESTS AND EFFECTIVE WORKAROUNDS WITH TEAM MEMBERS.

• INFORM PARTICIPANTS ABOUT NEW FEATURES AND FUNCTIONALITIES.

• FOLLOW UP WITH PARTICIPANTS TO ENSURE THEIR TECHNICAL ISSUES ARE RESOLVED.

• GATHER AND SHARE PARTICIPANT FEEDBACK WITH TEAM MEMBERS.

• PROVIDE ASSISTANCE TO RESEARCH AND TRAINING TEAMS AS NEEDED.

TECHNICAL SUPPORT SPECIALIST QUALIFICATIONS/SKILLS:

• EXCELLENT, HANDS-ON PROBLEM-SOLVING AND TROUBLESHOOTING SKILLS.

• ABILITY TO COMMUNICATE TECHNICAL INFORMATION IN AN ACCESSIBLE MANNER TO NON-TECHNICAL EMPLOYEES.

• A PROCESS IMPROVEMENT MINDSET.

• SOFTWARE MAINTENANCE AND TESTING CAPABILITY.

• BASIC KNOWLEDGE OF NETWORKING PRINCIPLES AND OPERATING SYSTEMS.

• ABILITY TO EFFECTIVELY PRIORITIZE AND EXECUTE TASKS IN A HIGH-PRESSURE ENVIRONMENT.

• CUSTOMER-SERVICE FOCUS.

• COLLABORATIVE MINDSET.

• KNOWLEDGE OF WORDPRESS, LEARNING MANAGEMENT SYSTEMS, BEHAVIOR ANALYSIS, SALESFORCE, JIRA (PREFERRED)

EDUCATION, EXPERIENCE, & LICENSING REQUIREMENTS:

• ASSOCIATE DEGREE OR ABOVE IN BEHAVIORAL SCIENCE, INFORMATION SYSTEMS, OR RELATED FIELD.

• PRIOR EXPERIENCE WORKING ON A HELPDESK, IN IT, OR SIMILAR TECHNICAL FUNCTION PREFERRED.

AUTISM PARTNERSHIP FOUNDATION IS AN EQUAL OPPORTUNITY EMPLOYER.  ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY, NATIONAL ORIGIN, DISABILITY, AGE, PROTECTED VETERAN STATUS, OR OTHER PROTECTED CATEGORIES COVERED APF’S NONDISCRIMINATION POLICY.