Dutech’s Job

Project Manager - Customer Service Lead

Marlborough,MA

DatePosted : 3/26/2024 7:16:38 AM

JobNumber : DTS101765815
JobType : Contract
Skills: business application customer help desk specialist, Excellent verbal communication skills, Excellent Telephone and interpersonal skills

Job Description

Provide basic help desk customer support, as listed below, to assist licensees using new 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.

	Skill	Required / Desired	Amount	of Experience
2+ years of experience working as a business application customer help desk specialist		Desired	24	Months

2 years of experience working at a high volume customer service center	Required	24	Months
PROBLEM SOLVER	Required	24	Months

Excellent verbal communication skills	Required	24	Months
Excellent Telephone and interpersonal skills	Required	24	Months

Excellent organizational skills	Required	24	Months
Proficiency using Microsoft Project, Microsoft Office 365, Microsoft Teams	Required	24	Months

Analytical thinking skills	Required	24	Months
Strong follow-up skills	Required	24	Months

Ability to work effectively both as an individual and as a team member	Required	24	Months
Ability to get up to speed quickly	Required	24	Months

Atlassian JIRA Proficient (software program)	Nice to have	12	Months
Ability to Identify / troubleshoot / escalate / resolve issues	Required	24	Months

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