Job Description
Job Description
Position Title: Customer Service IT Support Representative
Location: Boston, MA 02109
Duration: 02+ months contract.
Pay Rate: $21/ hr on W2
Normal business hours (8:45am – 5pm).
Job description:
The MA Department of Early Education and Care seeks a highly motivated individual to provide IT Customer Service in support of the agency and its stakeholders.
Position Overview:
- The Department of Early Education and Care (EEC) is an agency focused on building a coordinated, comprehensive system of early education and care services in Massachusetts. EEC’s 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, EEC will continuously improve the quality, affordability and accessibility of early education and care in the Commonwealth.
- EEC is in search of a motivated individual to provide high-level administrative support to the agency.
- The Customer Service IT Support Representative will work remotely Monday through Friday during normal business hours (8:45am – 5pm).
Detailed Explanation of Duties & Responsibilities:
- In conjunction with other Tier 1 user support team members: Triage incoming requests in ServiceNow 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 MyMassGov 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
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; comfortability with using technology for translation needs, i.e. Google Translate and a telephonic translation vendor the agency has access to.
Company DescriptionAbout BCforward:
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.
BCforward is an equal opportunity employer.
Company Description
About BCforward:\r\n\r\nFounded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.\r\n\r\nBCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.\r\n\r\nBCforward is an equal opportunity employer.