The incumbent of this position will work primarily in the Business Services Center Customer Support service line and will be cross trained to other tasks within the unit depending on workload demands. All service lines operate in a customer service-oriented environment using lean tools. Duties typical of this position include, but are not limited to:

• Act as a BSC Support Center Representative. Have a working knowledge of the BSC Oracle RightNow ticketing system.
• Providing exceptional customer service while safeguarding confidential information to BSC customers.
• Be logged in to your phone and ready to take calls during your shift.
• Answer incoming calls from BSC customers and vendors in a timely and friendly manner.
• Evaluate problems, inquiries and complaints from customers and provide proper solutions or ticket reassignments.
• Document details from conversations using BSC Oracle RightNow ticketing system.
• Communicate effectively using both written and verbal communication.
• Research needed information using available resources and databases.
• Have a thorough knowledge of the policies and procedures that relate to the particular service line with the ability to apply them.
• Process service line specific transactions in accordance with standard work and the service line service level agreement.
• Resolve difficult processing errors, identify processing system user needs and other more complex transactions.
• Analyze data and resolves complex auditing problems related to various NYS business practices, including various audit functions and related processes.
• May lead daily “huddles” assign work to lower-level processing staff, as needed.
• Collaborate with supervisors and participate in all LEAN activities.
• Consistently provide quality customer service to all BSC customers.

The Business Services Center (BSC) was established in September 2012 to make Human Resources and Finance transaction processing consistent across New York State government agencies. Since its inception, the BSC has increased efficiencies and lowered costs across the state. The BSC supports advancement and frequently promotes their employees in consideration of their hard work and dedication to the Office of General Services-BSC core mission. If you are looking for growth opportunities in an agency that fosters individual staff development, we encourage you to apply to this position.

• There is no examination required for appointment to a NY HELPS position. Candidates hired before May 2024 will be appointed on a temporary basis. In May 2024, satisfactory employees will receive permanent, non-competitive appointments and will begin a probationary period.

At a future date (within one year of permanent appointment), it is expected that NY HELPS employees will have their non-competitive employment status converted to competitive status, without having to take an exam. Employees will then be afforded with all the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.
NOTE ON TELECOMMUTING: Employees are required to apply and obtain approval through management to telecommute according to the agency’s Telecommuting Program Guidelines.

Some positions may require additional credentials or a background check to verify your identity.