Service Team Specialist

Description:
On-site in Boston, MA

Our client seeks a Service Team professional who will resolve customer requests and incidents with high standards of technical quality and customer service. The role will also 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.

We can facilitate w2 and corp-to-corp consultants. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $35.00 to $40.00/hr. w2

JN -16

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.

Experience 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.
• Technology skills including proficiency with Windows and Mac OS, MS Office, VoIP phones, Google Mail/Apps, knowledge of scripting and automation tools as a plus, and working knowledge of enterprise networks and remote access such as VPN.

Recruitment Transparency Notice



Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team (, ) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group's use of these tools, including AI tools, as part of the application and hiring process.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:

When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.

If you have any indication of fraudulent activity, please contact .

About Eliassen Group:

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients' capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.

Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.

Don't miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!