eLicensing Customer Support

3 weeks ago

Boston, United States JobRialto Full time
Job Summary

We are seeking a Help Desk Specialist with strong customer service skills to assist customers using the HPL eLicensing platform. The specialist will guide users in system navigation, troubleshoot issues, respond to help desk inquiries, and contribute to system testing and documentation updates. This role focuses more on customer service than technical help desk tasks.

Key Responsibilities

• Provide customer support for Client licensing applications, assisting with application and renewal processes.

• Identify and resolve system errors, consulting with users and technical teams when necessary.

• Document serious issues and escalate to appropriate HPL staff as required.

• Develop, document, and communicate system standards as needed.

• Guide and mentor junior team members.

• Simulate and troubleshoot user-reported problems.

• Track help desk inquiries and phone calls systematically.

• Inform local program staff of system operations or help desk issues via phone or written communication.

• Train state staff in help desk operations when necessary.

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

• Ensure consistent staffing of the help desk phone line.

• Test system updates and survey assessments to ensure proper functionality.

• Stay updated on system and procedural changes to inform and train local program staff effectively.

• Contribute to survey creation and testing processes.

• Perform additional tasks related to HPL licensing helpdesk operations.

Required Qualifications

• Strong knowledge of electronic data processing concepts, techniques, and applications.

• Familiarity with electronic data processing terminology, codes, and abbreviations.

• Understanding of EDP equipment, including computers and peripherals.

• Proficiency in systems analysis, design, and computer programming methods.

• Ability to read and interpret technical documentation.

• Effective coordination and leadership skills to guide projects to completion.

• Strong interpersonal skills for building rapport and maintaining harmonious relationships.

• Flexibility to adjust to changing program requirements or emergencies.

• Analytical skills to evaluate data, draw conclusions, and make recommendations.

• Clear and concise written and oral communication skills.

• Ability to provide precise instructions, even to individuals with limited technical knowledge or language barriers.

• Capability to work independently and with minimal supervision.

Location: Boston, MA

Education: Bachelors Degree

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