Customer Service IT Support Representative

Customer Service IT Support Representative

Job Title:
Customer Service IT Support Representative

Duration: 3 Months+

Schedule:
The Customer Service IT Support Representative will work Monday through Friday during normal business hours (8:45am – 5pm).

The Department is focused on building a coordinated, comprehensive system of early education and care services in Massachusetts. The Mission is to lead the way in helping Massachusetts’ children and families reach their full potential. By providing and coordinating a range of services and assistance, we will continuously improve the quality, affordability and accessibility of early education and care.

In search of a motivated individual to provide high-level administrative support to the agency.

• 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 the 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 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 more comfortable conveying their support need over the phone.

• 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; comfortability with using technology for translation needs, i.e. Google Translate and a telephonic translation vendor the agency has access to.

• Customer Service - IT Customer Service preferred. Highly desired
• Ability to follow written and oral instructions. Required
• Ability to exercise discretion in handling confidential information and to exercise sound judgment. Required
• Strong attention to detail and organization. Required
• Ability to maintain accurate records, Required
• Comfort in learning and working within IT systems. Highly desired
• Proficiency in Microsoft Office applications. Highly desired
• Knowledge of the organization of state government. Nice to have
• Bilingual skills preferred; comfortability with using technology for translation needs, i.e. Google Translate and a telephonic translation vendor. Highly desired

Equal Opportunity Employer, including disabled and veterans.