Technical Support Representative

JOB SUMMARY:

Mid-Ohio Food Collective (MOFC) is looking for a Technical Support Representative to provide customer support for our partner agencies using Pantry Trak, Fresh Trak, and other MOFC digital platforms. In this role, you will be responsible for technical troubleshooting, onboarding, and training while providing quality customer service and ensuring users are effectively leveraging our tools to serve those in need.

RESPONSIBILITIES:

• Respond to incoming support requests via phone, email, and help desk ticketing system (Help Scout, Zendesk, etc.).
• Troubleshoot platform issues (login, data entry, reporting, integrations).
• Assist with onboarding, including account setup, conducting walkthroughs, and delivering group and one-on-one training.
• Document common queries and update FAQs, user guides, and knowledge base.
• Collaborate with IT/Product teams to escalate and resolve technical bugs.
• Monitor support metrics such as ticket response and resolution times.
• Gather and relay client feedback for continuous product improvement.
• Maintain agency accounts including setup, updates, deactivation.
• Support occasional live training sessions or site visits.
• Stay up to date on new platform features, policy changes, and best practices.

QUALIFICATIONS:

Education and

Certifications:

High School diploma or GED required. Associate's or Bachelor's degree in IT, business, or related field preferred. Technical certifications (e.g., CompTIA A+, ITIL) or coursework in IT (e.g., computer science,) preferred.

Experience:

1–3 years combined experience in customer service, technical support, help desk, or SaaS onboarding

Skills/

Competencies:

Experience in SaaS or nonprofit technology deployments. Experience troubleshooting technical issues. Experience documenting processes, creating guides, and updating knowledge base articles. Excellent customer service, organization and time management skills. Ability to train and onboard clients, host group demos, and facilitate sessions. Ability to work effectively in a team setting. Ability to thrive in a fast‑paced mission-driven environment. Strong interpersonal and communication skills.

Familiarity with CRM, ticket systems, basic SQL or Excel skills a plus.

JOB CONDITIONS:

Normal office environment.

Mid-Ohio Food Collective is a Drug-Free Workplace.

This job posting is not to be construed as an exhaustive statement of accountabilities, duties, responsibilities of requirements. Any individual may be required to perform any other job-related activities or functions requested by his/her manager, subject to reasonable accommodation. Mid-Ohio Food Collective reserves the right to modify this job description to reflect changes in essential job duties made necessary by changing organizational needs.

Mid-Ohio Food Collective is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.

Successful candidate must be able to pass standard background check and drug screening.