Service Team Specialist
Boston, MA
Category: Support
Industry: Other
Reference ID: JN -082026-108216
Date Posted: 08/09/2026
Shortcut: http://careers.eliassen.com/zEnYpx
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 -082026-108216
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.
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 fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contact fraud@eliassen.com.
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, as indicated above