Customer Service Coordinator

15 hours ago

Austin, Texas, United States Texas Department of Aging & Disability Services Full time
Job Summary:

The Customer Care Coordinator will be responsible for coordinating IT services and support for the Texas Department of Aging & Disability Services. This role will focus on developing communication plans to inform internal and external users of IT services that affect them and information they need to know.

Key Responsibilities:
  • Coordinate with HHS IT Alert requestors and IT Internal Marketing to ensure IT services affecting users are accurate and meet accessibility requirements.
  • Process requests by reviewing, editing, and testing instructions to confirm they are accurate and easy to follow.
  • Coordinate with CSS Project Managers and IT staff to develop notification to users' tasks such as computer refresh or return their laptop.
  • Research and analyze help desk tickets to assist with escalated tickets and coordinate with IT staff and customers to help resolve escalated tickets.
  • Document processes and procedures with clear, brief technical steps, including flowcharts and diagrams, as needed.
  • May assist with analysis, responsibilities, and procedures for agency disaster recovery.
  • Create a "Customer Service" environment by establishing and maintaining positive working relationships with all staff and stakeholders.
  • Perform other tasks as assigned to maintain continuous business operation and be available for after-hours and emergency alerts as needed.
Requirements:
  • 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.
  • 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.
  • 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.
Preferred Qualifications:
  • Highly skilled in all Microsoft Office, Teams, and PowerPoint applications.
Work Environment:

This role will work under minimal supervision, with considerable latitude for the use of initiative and independent judgment.

The ideal candidate will be able to work in a fast-paced environment and prioritize tasks effectively.

The Texas Department of Aging & Disability Services is an equal opportunity employer.

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