Customer Service IT Support Representative

Job Description

Pay Range: $16.60hr - $21.60hr

Responsibilities:

• In conjunction with other Tier 1 user support team members:
  Triage incoming requests in Service Now for support needed in account set-up.
• In conjunction with other Tier 1 user support team members:
  Follow up with these support requests (over Service Now ticket updates or direct outgoing phone call) to understand extent of support request and to gather any additional information needed for issue resolution.
• In conjunction with Learning Management System (LMS) team:
  When appropriate merge accounts in the new LMS such that the account with the user’s pre-provisioned data can be associated with their My Mass Gov  SSO account. As needed, provide basic user support for other key LMS activities (e.g. enrolling and taking a course).
• Conduct outgoing phone calls for support requests, routed via a new IVR option on the Background Record Check Contact Center for those educators who may be plus comfortable conveying their support need over the phone.

Preferred Qualifications:

• Excellent customer support and service skills; background in IT customer service is a plus.
• Ability to follow written and oral instructions.
• Ability to exercise discretion in handling confidential information and to exercise sound judgment.
• Strong attention to detail and organization.
• Ability to maintain accurate records.
• Comfort in learning and working within IT systems.
• Proficiency in Microsoft Office applications.
• Knowledge of the organization of state government.
• Bilingual skills preferred; comfort level with using technology for translation needs, i.e.
• Google Translate and a telephonic translation vendor that the agency has access to.