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The Senior Applications Specialist - Support role is focused on the support of operational management applications primarily for full service care. The individual will help manage a support desk ticketing system and inquiries from business partners. This individual will provide support on issues escalated from the Tier 1 role as well as issues that require a high degree of coordination with cross-functional groups. The individual will ensure that outstanding customer service is delivered and that accurate, complete information is provided to end users that report issues or request assistance. The individual will ensure that response and resolution SLAs are met, and that correct escalation paths are followed in the troubleshooting and resolution of all issues. The individual will provide documentation for and training of Tier 1 staff to increase the scope of resolution able to be provided at the tier 1 level and will act as a support resource for Tier 1 staff.
This hybrid role requires in-person work at our Newton, MA headquarters.
Bright Horizons is trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally
What you will be doing:
Support Activities
Respond to and resolve items received in the open ticket queue or via incoming support calls, and emails.
Follow defined processes for support requests including documentation, categorization, status management, approvals and resolution steps.
Effectively and efficiently troubleshoot issues and requests escalated from Tier 1 support.
Effectively and efficiently facilitate the resolution of issues that require cross-functional resolution.
Ensure that response and resolution times meet SLAs and user needs.
Ensure that response and resolution is consistently conducted with a high level of customer service.
Meet or exceed defined standards of resolution volumes, quality, and customer satisfaction scores.
Proactively suggest ways that the support offering can be continuously improved to provide better customer service and to provide the service more efficiently and effectively.
Provide support and assistance to Tier 1 staff to promote accurate, efficient resolution of Tier 1 issues.
Documentation Activities
Complete and maintain internal knowledge base documentation for support desk staff. Ensure that internal knowledge base is comprehensive, clear, well-organized and accurate at all times.
Complete and maintain end user facing knowledge base documentation. Ensure that external knowledge base is comprehensive, clear, well-organized and accurate at all times.
Ad-hoc Projects and Audits
Perform daily, weekly, monthly, and quarterly system monitoring tasks as assigned.
Perform regular analysis of support needs to identify areas of targeted training or system development.
Participate in solution scoping activities for development initiatives aimed at improving usability and limiting end user support needs.
Additional projects as assigned.
User Acceptance Testing
Minimum Requirements:
Bachelor's Degree in Computer Science, Business or related field required
3 years experience in application support ideally with one or more years of support management or leadership experience required.
Preferred skills/qualifications:
The individual must have strong computer skills which include a proficiency in Microsoft office, SQL server management and must be able to easily adapt to new systems/software/programs with a track record of working with Proprietary Management Information Systems.
The individual must have excellent written/oral communication and interpersonal skills, a strong customer service philosophy, impeccable organization, attention to detail and commitment to thorough follow-up.
The ability to work on cross-functional teams and prioritize work in a fast-paced, constantly changing environment will be essential as this position requires someone who, thrives in a team environment as well as in an individual setting; and functions effectively under pressure.
Job Qualifications also include; developing and maintaining a complete understanding of the business issues and processes surrounding back-up and full service care, a willingness to take on new projects, flexibility regarding department responsibilities, and having an intellectual aggressiveness with a track record of success in identifying, troubleshooting and resolving issues and questions related to complex processes and systems. The ideal candidate must be highly motivated, results-driven and goal-oriented, someone who is comfortable setting aggressive goals and exceeding them.
Life at Bright Horizons:
Our people are the heart of our company. Because we’re as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us .
Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights (https://www.eeoc.gov/poster#::text=For%20printing%20/%20posting%20in%20the%20workplace) , Family and Medical Leave Act (FMLA) (https://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf) and Employee Polygraph Protection Act (EPPA) (https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf) .
If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com . Determinations on requests for reasonable accommodation will be made on a case-by-case basis.