Customer Care Coordinator

1 month ago

Austin, United States Texas Department of Aging & Disability Services Full time
Job Description:
Customer Care Coordinator

Customer Care Coordinator (System Support Specialist IV) is selected by and accountable to the HHS IT Customer Service & 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 user’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 Functions:
Attends 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 & 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 & Support Direct Reports (5%). Knowledge Skills Abilities:
Excellent 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 priorities while meeting deadlines and demonstrate negotiation and facilitation skills. Ability to gather Remedy on Demand data, extract relevant information, analyze and recognize. Skill in coordinating and solving problems; in scheduling, testing, and troubleshooting IT instructions. Skill at seeking first to understand before being understood. Ability to gather, assemble correlate and analyze facts. Ability to draw conclusions and devise innovative, creative solutions to work related problems. Ability to prepare concise, accurate and reliable reports. Ability to work independently to plan, organize, prioritize, and execute work. Ability to provide training, develop presentations, and speak before professional groups. Ability to develop communication plans and create innovative marketing campaigns. Ability to work as a part of a team and contribute to team harmony and success. Ability to be dependable and comply with work schedules. Ability to self-evaluate and improve one’s own performance and conduct. Ability to provide excellent customer service and create an optimum customer experience. Ability to produce accurate, high-quality results.

Highly skilled in all Microsoft Office, Teams and Powerpoint applications.

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