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Advanced Customer Support Specialist job in Austin at Texas Health & Human Services Commission

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Advanced Customer Support Specialist at Texas Health & Human Services Commission

Advanced Customer Support Specialist

Texas Health & Human Services Commission Austin, TX Full-Time
Program Specialist IV

Works under limited supervision of the IIS Customer Service Manager. Oversees contact management and maintains provider information necessary for identifying, contacting and linking providers to data. Assists triage requests received to shared Immunization Registry inboxes. Provides consultative and technical assistance, including application support, problem analysis and resolution, user acceptance testing, documentation, and customer training. Prepares reports, training guides, and other documentation. Duties are independently performed with moderate latitude for the use of initiative and independent judgment. Essential Job Functions:

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

(35%) Reviews and analyzes work performed by the IIS Customer Service team members to ensure work is accurate, complete, and timely. Gathers and evaluates data through task analysis, call center statistics, shared inbox responses, review of business processes, surveys, work groups, and other methods. Provides reports to IIS Customer Service Manager for the purpose of identifying trends and forecasting impacts to business operations. Reviews, analyzes, and evaluates business workflows to assess effectiveness and to formulate new or improved solutions. Participates in multiple projects, adhering to the project timeline and deadlines.

(25%) Communicates on a regular basis by phone, fax, email or in writing with authorized users of IIS from both public and private sectors: providers, schools, day care facilities, parents. Provides faxed or emailed immunization histories by request. Provides tier 3 support for ImmTrac2 1-800-line phone calls and verifies identity of IIS authorized users. Coordinates and provides special assistance and training regarding customer requests. Utilizes considerable self-direction as well as team leadership. Interprets laws, rules, policies and procedures, and applies this knowledge to handle customer issues that are both routine and non-routine. Maintains security and confidentiality of data at all times. Consistently treats customers, stakeholders, partners, vendors and co-workers with dignity and respect. Sets clear guidelines and models expected professional behaviors. Other tasks as assigned. Serves as a liaison between program staff and technology/support teams. Interfaces effectively with customers to provide automated solutions to problems. Advises management of status and progress of projects and other tasks being conducted.

(20%) Provides consultative and technical assistance including application support, problem analysis and resolution, user acceptance testing, documentation, and customer training. Translates customers' business needs into specific software application and operational requirements. Interfaces with technical and support teams and provides suggestions to ensure the product developed will meet customer needs. Designs test scripts and test scenarios. Coordinates which staff members will test, validate, evaluate, and identify issues in services and software. Oversees the training of agency staff prior to the implementation of new or revised technical systems and offers advice and guidance during the implementation period.

(10%) Develop internal training guides, and other documentation as requested by program staff and management. Prepares accurate and detailed requirement/functional specification documents and user interface guides. Prepares preliminary analysis/design plans and user requirements. May facilitate and document user design sessions.

(5%) Promotes accomplishment of project and program goals through cooperative interaction and teamwork with supervisors, co-workers, and internal and external customers. Assists in maintaining the smooth operation of the program's functions.

(5%) Other duties may be assigned including, but not limited to actively participating and/or serving in a supporting role to meet the agency's obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.

Knowledge Skills Abilities:

List the knowledge, skills, and abilities critical to performance in this position:

Knowledge of applicable laws, statutes, policies and procedures regarding the Texas Immunization Registry.

Knowledge of business process management.

Knowledge of test development tools.

Knowledge of immunization principles.

Skill to document status and outputs of projects and processes.

Skill in organization and project management.

Skill in conducting effective presentations.

Skill in effective listening.

Skill in responding to customer inquiries and handling difficult customers in a tactful manner.

Skill in training audiences with diverse backgrounds.

Ability to analyze business requirements, business design documents, and test processes.

Ability to understand system designs and specifications.

Ability to analyze data.

Ability to develop plans.

Ability to elicit business and technical requirements from customers.

Ability to interpret program needs and to assess system functionality for correlation between the two.

Ability to coordinate and solve complex problems.

Ability to balance multiple, competing program demands.

Ability to prioritize and plan assignments.

Ability to analyze systems and procedures and to explain abstract concepts in concrete terms.

Ability to interpret information.

Ability to understand and follow instructions.

Ability to effectively work both independently and with others and to establish and maintain effective working relationships.

Ability to express ideas clearly and concisely, both written and verbally, and to address audiences effectively.

Ability to provide consultative and technical support to customers.

Registration or Licensure Requirements:

Initial Selection Criteria:

* Graduation from an accredited four-year college or university. Major course work in social services, public health, or a related field is preferred.
* At least 2 years' experience working in customer service.
* Experience with quality assurance standards and resolving data quality issues.
* Experience leading a team, setting priorities, and assigning work to others to meet deadlines.
* Knowledge of records management, preferred.
* Experience with Outlook, PowerPoint, Excel, and Word
* Applicants fluent in English and Spanish, preferred.

Additional Information:

MOS Code:

11B, 11C, 13B, 13D, 13F, 14S, 29E, OS, YN, YNS, 641X, 711X, 712X, 715X, 721X, 731X, 732X, 208, 360, 040, OSS, 0111, 0231, 0481, 0521, 7011, 7041, 8005, 8U000, 16GX,060CO, 86MO, 86PO, 88AO

Top 10 Tips for Success when Applying to Jobs at HHSC and DSHS

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.

I-9 Form - Click here to download the I-9 form.

In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at
1-888-894-4747
. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

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