Help desk
Boston, MA, United States
Candidates for this position must have STRONG CUSTOMER SERVICE, COMMUNICATION AND INTERPERSONAL SKILLS.
The health profession eLicensing Help Desk Specialist will be responsible for assisting external customers (licensees) of the BHPL eLicensing application.
The specialist will: guide customers through proper use of the vendor-managed licensing application(s)
triage, troubleshoot, resolve, and escalate issues as necessary
create and track help desk tickets
provide high-level answers to general BHPL licensing process questions
handle help desk phone calls and respond to email requests
Note: this role is NOT responsible for general hardware or software technical support (e.g. OS, printers, network, phone, mobile, etc). Provide level 1 help desk customer support to assist licensees using BHPL eLicensing application to apply for / renew health profession licenses
Triage incoming issues to determine appropriate actions (immediate resolution, escalation, etc.)
Utilize internal ticketing system
Communicate, and enforce system standards as necessary
Simulate and troubleshoot user problems
Train other state staff in operation of the Help Desk as needed
Ensure Help Desk phone is not left unattended
Stay well informed of all changes in systems and procedures to be able to inform and train Local Program staff on the changes
Participate in daily team standup
Perform other duties related to HPL eLicensing helpdesk.
QUALIFICATIONS: 3+ years of experience working as a business application customer help desk specialist
Identify / troubleshoot / escalate / resolve issues
Excellent verbal communication skills
Excellent Telephone and interpersonal skills
Excellent organizational skills
Proficiency using Microsoft Project, Microsoft Office 365, Microsoft Teams and Atlassian JIRA
Analytical thinking skills
Strong follow-up skills
Ability to work effectively both as an individual and as a team member
Ability to get up to speed quickly