Customer Service Representative

Job Title: Customer Service Representative / Help Desk Specialist

Duration: 13 Months - End of contract - 6/30/2026

Hours per Week: 37.5

Other Schedule Related: Monday – Friday 8:45 – 5:00

Location: Boston MA 02108 - Onsite

Pay Rate: $40-42/ Hour on w2 without any benefits

JOB DESCRIPTION:

Responsibilities

1. Provide help desk customer technical support to assist licensees to apply for/renew licenses.

2. 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.

3. Develop, document, communicate, and enforce system standards as necessary.

4. Provide guidance to junior members of the team.

5. Simulate and troubleshoot user problems.

6. Track phone calls and helpdesk inquires.

7. Inform Local Program staff as needed by telephone and in writing of issues related to operation of the system and the Help Desk.

8. Train other state staff in operation of the Help Desk as needed.

9. Review program and administrative manuals for technical and procedural accuracy.

10. Ensure Help Desk phone is not left unattended.

11. Test Licensure renewal system with assessment/survey questions to ensure system is functioning properly.

12. Stay well informed of all changes in systems and procedures to be able to inform and train Local Program staff on the changes.

13. Contribute to the survey creation /modification processes and conduct testing of the same

14. Perform other duties related to HPL licensing helpdesk.

Qualifications

1. Knowledge of the concepts, techniques and applications of electronic data processing.

2. Knowledge of the terminology, codes and standard abbreviations used in electronic data processing.

3. Knowledge of the types and applications of electronic data processing equipment including computers and related peripheral equipment.

4. Knowledge of the methods and techniques of computer systems analysis and design.

5. Knowledge of the methods and techniques of computer programming.

6. Knowledge of the types. availability and applications of electronic data processing operating systems.

7. Knowledge of the methods of general reporting.

8. Ability to read and interpret documents such as EDP equipment operating manuals. specifications.

9. Ability to follow oral and written instructions.

10. Ability to coordinate the efforts of others in accomplishing assigned work objectives. Ability to coordinate projects and follow through to completion.

11. Ability to establish and maintain harmonious working relationships with others.

12. Ability to establish rapport with persons from different ethnic cultural and/or economic backgrounds and to maintain harmonious working relationships in a team setting.

13. Ability to adjust to changing situations to meet emergency or changing program or production requirements.

14. Ability to analyze and determine the application of electronic data processing data draw conclusions and to make appropriate recommendations.

15. Ability to write concisely to express thoughts clearly and to develop ideas in logical sequence.

16. Ability to communicate effectively in oral expression.

17. 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.

18. Ability to work independently