Full time
Bright Horizons Family Solutions
Newton, MA, USA
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. Bright Horizons...


