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Technical Support Representative

NIMS (National Institute for Metalworking Skills)


Position Summary
Provide technical support to customers and staff for website and online testing center navigation and troubleshooting.

Duties & Responsibilities
Customer Technical Support

  • Answer incoming calls and provide support to callers experiencing technical issues with online testing system
  • Troubleshoot with customers and support team to diagnose tech issues and walk customers and staff through the steps needed to fix various problems
  • Submit service requests to tech support vendor for issues that cannot be resolved internally and follow through to ensure issue resolution
  • Respond to help request emails for tech support
  • Develop and execute communications plan for new product launches and changes to existing products
  • Train customers and staff on new systems and updates

Content Management

  • Manage and edit current digital content
  • Data entry and formatting for online testing center
  • System admin for online testing center and content management site

Administrative and Reporting

  • Serve as back up to customer support team
  • Produce system and product reports for management
  • Assist with logistics for events, as needed


  • Associate’s degree in related field required, bachelor’s degree preferred
  • Minimum of one year experience in a similar role preferred
  • Competent in Microsoft Office Suite and GSuite
  • Salesforce experience preferred
  • Detail-oriented with excellent communication and interpersonal skills, including problem-solving
  • Strong customer service a plus
  • Ability to interact with leadership and the general public at a variety of levels with integrity and professionalism
  • Ability to handle confidential information
  • Ability to achieve desired results while working independently or collaboratively in a team environment


DC Metro Area
Information Technology
$50,000 - $60,000
Posted on:
August 8, 2019

How to Apply

Please send a cover letter and resume to hr@nims-skills.org.