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82584BR   Watertown, Massachusetts 02472

Application Support Intern

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Job Description:

Are you Looking for a fantastic summer job or an in school internship? Are you interested in getting your foot in the door with a company that has been consistently named by FORTUNE Magazine as “100 Best Companies to Work For” if so, look no further, because Bright Horizons is searching for the best and the brightest to join us in a temporary capacity as an Application Support Intern.

The Application Support Intern will assist with implementation activities of new systems & features for applications that support Bright Horizons’ back-up and full service child care lines of business. The individual will also take support phone calls and manage a support desk ticketing system and live chat interface. Additional support may be needed in helping our Implementation team on specific projects.

Responsibilities:
  • Respond to and resolve items received in the open ticket queue or via incoming support calls, chat sessions and emails
  • Follow defined processes for support requests including documentation, categorization, status management, approvals and resolution steps
  • 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
  • Help develop and deliver written project communications and release notes within various projects
  • Deliver system training to end users for specific issues or enhancements
  • Help develop or assist in training materials where necessary
  • Gain a working knowledge of the systems and features in order to support the end users during an implementation role out
  • Participate in User Acceptance testing when applicable
  • Identify areas for improvement in the support processes
  • Additional projects as assigned


Job Requirements:

Skills & Strengths:

  • Proficiency in Excel, Word, PowerPoint and Visio
  • Ability to quickly learn new systems/software
  • Excellent written and oral communication skills
  • Strong team player, great interpersonal skills
  • Customer service philosophy
  • Impeccable organization skills and attention to detail
  • Thrives in a fast-paced, constantly changing environment
  • Functions effectively under pressure
  • Flexibility, willingness to multitask
  • Skilled at troubleshooting and resolving issues
  • Highly motivated, results-driven and goal-oriented

Having technical issues with your application?

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 IS THE LAW.

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.