Job Information
HEALTH AND HUMAN SERVICES COMMISSION Customer Care Coordinator in Austin, Texas
Job/Position DescriptionCustomer Care CoordinatorCustomer Care Coordinator (System Support Specialist IV) is selected by and accountable to the HHS IT Customer Service and Support Director. Focuses on HHS IT Alert notifications and development of communication plans to inform internal and external users of IT services that affect them and information they need to know. Coordinates with HHS IT Alert requestors and IT Internal Marketing to make certain IT services affecting users such as desktop, laptop, network, telecom, applications are accurate for users. Processes requests by reviewing, editing, testing instructions to confirm they are accurate, easy to follow and meet accessibility requirements; ensure IT changes are approved, and obtain director approval before distributing. Coordinates with CSS Project Managers and IT staff to help develop notification to userand#146;s tasks such as computer refresh or return their laptop; informs users and responds, guides them on any questions or concerns they may have. Researches and analyzes help desk tickets to assist with escalated tickets; coordinates with IT staff and customers to help resolve escalated tickets and helps/navigates customers that need assistance. Documents processes and procedures with clear, brief technical steps including flowcharts and diagrams, as needed, and ensuring meets accessibility requirements. May assist with analysis, responsibilities and procedures for agency disaster recovery. Creates a "Customer Service" environment by establishing and maintaining positive working relationships with all staff and stakeholders. Performs other tasks as assigned to maintain continuous business operation and is available for after hours and emergency alerts as needed.Essential Job FunctionsAttends work on a regular and predictable schedule including night/weekend on-call support as required to inform customers of unexpected IT issues. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgement.Receives/processes requests for communication planning, including but not limited to HHS IT Alert or computer deployment notifications, to all HHS staff, including DFPS and external partners regarding IT services such as desktop, laptop, network, telecom, applications, new technology projects and security information (35%). Works with CSS management and team members in preparation for monthly team meetings and communications (20%). Interfaces with HHS IT, customers and program area staff to coordinate with customer requests and assists/follows up on customer surveys. (15%). Completes other tasks and special projects as assigned and maintains assignments using Microsoft Planning tools (15%). Maintains HHS IT Alerts content in SharePoint; extracts data to create report along with metrics (5%). Attends team meetings and participates with brainstorming to help improve customer service (5%). Backs up Customer Service and Support Direct Reports (5%). Registrations, Licensure Requirements or CertificationsKnowledge Skills AbilitiesExcellent written and verbal communication skills. Knowledge of capabilities and limitations of computers and automated systems. Knowledge of typical software development life cycle (SDLC). Knowledge of laws, rules, and regulations relevant to Information Technology in Texas. Skill communicating and coordinating with varied levels of staff to develop positive effective working relationships and establish credibility, trust and confidence. Ability to handle multiple p https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=612686 Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.
