Service Team Specialist

On-site in Boston, MA.

About the role

Resolve customer requests and incidents with high standards of technical quality and customer service. Support projects that address emerging technology needs and improve service level performance. The position requires extensive communication and team interaction with both onsite teams and offsite vendors, combined with hands-on technical ability.

Responsibilities

• Build strong, positive customer relationships through active listening, timely resolution or escalation, prompt progress communication, and professional customer handling.
• Maintain minimum quarterly service metrics: average customer satisfaction score of 4 out of 5 and meet or exceed response and resolution times 90% of the time.
• Answer incoming requests and resolve incidents with emphasis on first-call resolution. Escalate to proper resource or tier as needed while maintaining SLA accountability and communicating throughout the lifecycle.
• Use the incident management system to track request progress. Contribute to and expand the documentation knowledgebase to improve service consistency and effectiveness.
• Provision, maintain, and remove security privileges across managed systems. Manage user accounts, reset passwords, maintain permissions, and help produce compliance documentation and reports.
• Serve as Technical Lead or Subject Matter Expert on assigned projects, including desktop and laptop refreshes, enterprise software evaluation and configuration, mass software upgrades, security and compliance efforts, and process improvement.

Requirements

• 3+ years of experience providing technical support to customers.
• Ability to write policies and approve exceptions independently.
• Provide process leadership by applying policies and industry best practices in ambiguous circumstances.
• Create a path to customer satisfaction when requests are stuck.
• Strong stakeholder negotiation skills with de-escalation and conflict resolution abilities.
• Plan and lead internal IT Operations projects without a dedicated Project Manager.
• Communicate effectively across stakeholder groups while proactively identifying and mitigating risk.
• Strong verbal communication skills with collaborative team operations and vendor relationship management, including performance feedback, coaching, and conflict resolution.
• Strong written communication skills with a history of authoring and maintaining effective documentation.
• Strong analytical and problem-solving skills to resolve technical issues directly and through coordination with service partners and product vendors.
• Curiosity and commitment to learning with a desire to maintain technical proficiency and industry best practices through self-study and training.
• Demonstrated professional judgment and ethical behavior when handling confidential information.

Skills

• Proficiency with Windows and Mac OS, MS Office, VoIP phones, Google Mail/Apps.
• Knowledge of scripting and automation tools (a plus).
• Working knowledge of enterprise networks and remote access such as VPN.

Benefits

• Medical, Dental, and Vision benefits.
• 401k with company matching.
• Life insurance.

Pay

$35.00 to $40.00/hr (W2).