Business Application Customer Support Specialist #: 23-06764

Business Application Customer Support Specialist - Bureau of Health Profession Licensure

General Description

Candidates for this position must have STRONG CUSTOMER SERVICE AND COMMUNICATION SKILLS.

The health profession eLicensing Help Desk Specialist will be responsible for assisting external customers (licensees) of the BHPL eLicensing application.

The Specialist Will

• Triage, troubleshoot, resolve, and escalate issues as necessary
• Guide customers through proper use of the vendor-managed licensing application(s)
• Provide high-level answers to general BHPL licensing process questions
• Handle help desk phone calls and respond to email requests
• Create and track help desk tickets

Note: this role is NOT responsible for general hardware or software technical support (e.g. OS, printers, network, phone, mobile, etc).

Key Responsibilities

• Stay well informed of all changes in systems and procedures to be able to inform and train Local Program staff on the changes
• Ensure Help Desk phone is not left unattended
• Simulate and troubleshoot user problems
• Perform other duties related to HPL eLicensing helpdesk.
• Provide level 1 help desk customer support to assist licensees using 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
• Train other state staff in operation of the Help Desk as needed
• Participate in daily team standup

Qualifications

• Identify / troubleshoot / escalate / resolve issues
• Ability to get up to speed quickly
• Proficiency using Microsoft Project, Microsoft Office 365, Microsoft Teams and Atlassian JIRA
• Excellent organizational skills
• Strong follow-up skills
• Excellent verbal communication skills
• Excellent Telephone and interpersonal skills
• 3+ years of experience working as a business application customer help desk specialist
• Ability to work effectively both as an individual and as a team member
• Analytical thinking skills

Job #: 23-06764