Date Posted: 04/17/2025
Hiring Organization: Rose International
Position Number: 481356
Job Title: eLicensing Customer Service
Job Location: Boston, MA, USA, 02108
Work Model: Onsite
Shift: Monday to Friday 8:45 AM to 5 PM
Employment Type: Temporary
Estimated Duration (In months): 14
Min Hourly Rate($): 35.00
Max Hourly Rate($): 40.00
Must Have Skills/Attributes: Customer Service, Electronic Data Capture, Helpdesk
Job Description
Only qualified eLicensing Customer Service Representative candidates located near Boston, MA will be considered, as the position requires onsite presence
Required Skills, Knowledge, Abilities, and Qualifications:
Knowledge of the concepts, techniques, and applications of electronic data processing
Knowledge of the terminology, codes, and standard abbreviations used in electronic data processing
Knowledge of the types and applications of electronic data processing equipment, including computers and related peripheral equipment
Knowledge of the methods and techniques of computer systems analysis and design
Knowledge of the methods and techniques of computer programming
Knowledge of the types, availability, and applications of electronic data processing operating systems
Knowledge of the methods of general reporting
Ability to read and interpret documents such as EDP equipment operating manuals. specifications
Ability to follow oral and written instructions
Ability to coordinate the efforts of others in accomplishing assigned work objectives
Ability to coordinate projects and follow through to completion
Ability to establish and maintain harmonious working relationships with others
Ability to establish rapport with persons from different ethnic, cultural, and/or economic backgrounds and to maintain harmonious working relationships in a team setting
Ability to adjust to changing situations to meet emergency or changing program or production requirements
Ability to analyze and determine the application of electronic data processing data conclude, and to make appropriate recommendations
Ability to write concisely to express thoughts clearly and to develop ideas in logical sequence.
Ability to communicate effectively in oral expression
Ability to give oral and written instructions in a precise and understandable manner, including to individuals with English as a second language and to individuals with no or elementary knowledge of microcomputers
Client is looking for a Help Desk Specialist with proven strong customer service skills. This is the priority skill of this posting. The eLicensing Help Desk Specialist will be responsible for assisting customers of the HPL eLicensing platform. The specialist will guide customers through the proper use of the system, help in troubleshooting and resolving issues, and provide tracking help desk requests. The specialist will staff a help desk phone and respond to HPL licensing help desk email requests. The specialist will also assist with testing the system updates and update procedure documentation as needed. This position is more about customer service than technical help desk work.
Responsibilities:
Provide help desk customer technical support to assist licensees using eGov to apply for/renew licenses
Determine appropriate response to error conditions. Consult with users and technical personnel to identify and resolve problems or to notify of existing or potential problems
Document any serious problems and provide the information to other appropriate HPL staff
Develop, document, communicate, and enforce system standards as necessary
Provide guidance to junior members of the team
Simulate and troubleshoot user problems
Track phone calls and helpdesk inquiries
Inform Local Program staff as needed by telephone and in writing of issues related to the operation of the system and the Help Desk
Train other state staff in the operation of the Help Desk as needed
Review program and administrative manuals for technical and procedural accuracy
Ensure Help Desk phone is not left unattended
Test the Licensure renewal system with assessment/survey questions to ensure the system is functioning properly
Stay well informed of all changes in systems and procedures to be able to inform and train Local Program staff on the changes
Contribute to the survey creation/modification processes and conduct testing of the same
Perform other duties related to HPL licensing helpdesk
- Only those lawfully authorized to work in the designated country associated with the position will be considered.
- Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department
Rose International has an official agreement (ID), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).