The **Employee Services Specialist - Policy Expert** will handle and troubleshoot complex customer issues, including handling Tier 1 Application Support issues and supporting the continued development and maintenance of IT issues for EdAssist clients. Troubleshoot all Tier 1 application issues and function as issue resolution liaison of CRM tickets between departments. This is a **fully remote, part time opportunity.** This role will be scheduled to work 20-25 hours a week, Monday through Friday during eastern time zone business hours. **What you will be doing:** + SLA Management and Enforcement with consistent delivery of excellent customer service. + Triage and resolve issues and determine when issue gets sent tor T2 development teams. + Work with external vendors to troubleshoot and resolve internal applications. + Augment application troubleshooting documentation library/knowledge base. + Foster relationships with peers across technical and functional business teams. + Effectively gather details, summarize and articulate issue resolution. + Manage daily Expert Advising sessions with consistent delivery of excellent customer service + Advise client employees in the following areas: + Client specific policy questions + Documentation requirements + EEN Discount Instructions + Set subsequent Academic and/or Financial sessions if necessary **What we hope you bring to this role:** + Auditing experience and a BS/BA degree preferred + Strong CRM Skills + Excellent communication skills, ability to communicate with a wide variety of people both written and verbal. + Being solution oriented in troubleshooting application issues. + Strong analytical skills + Strong knowledge and understanding of Web based applications + Strong knowledge and understanding of Microsoft Office products + Experience with Help Desk support + Experience with Dynamics CRM a plus + Technical Skills + Productivity Tools: Microsoft Word, Excel, PowerPoint **Compensation Range:** The hourly rate for this role is $19 per hour. The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors. **Life at Bright Horizons:** Our home office employees support all facets of our business — and no matter which department you join, you’ll be part of a passionate team doing work that makes a difference in the lives of children and families. Our people are the heart of our company. Because we’re as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Here, you’ll find traditional perks (health insurance, 401(k), PTO, and flex spending) plus childcare discounts, education assistance, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace where you can be you. Come build a brighter future with us. HAVING TECHNICAL ISSUES WITH YOUR APPLICATION? Contact us at bhrecruit@brighthorizons.com or 855-877-6866 Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO – English (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) and EEO – Spanish (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeosp.pdf) along with information on the 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) . Applicants requiring a reasonable accommodation for any part of the application and hiring process should 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.