Customer Service IT Support Representative

Job Description

Job Description

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. EECs 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 users 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 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.