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Advanced Customer Support Specialist
2 months ago
We are seeking a highly skilled Advanced Customer Support Specialist to join our team at the Department of State Health Services. As a key member of our Immunization Registry team, you will play a critical role in providing exceptional customer service and technical support to our stakeholders.
Key Responsibilities- Contact Management and Provider Support: Oversee contact management and maintain provider information necessary for identifying, contacting, and linking providers to data.
- Triage and Problem Resolution: Assist in triage requests received to shared Immunization Registry inboxes and provide consultative and technical assistance, including application support, problem analysis, and resolution.
- Training and Documentation: Develop internal training guides and other documentation as requested by program staff and management.
- Project Coordination: Participate in multiple projects, adhering to project timelines and deadlines.
- Communication Skills: Communicate effectively with authorized users of the Immunization Registry, including providers, schools, day care facilities, and parents.
- Technical Skills: Utilize technical skills to provide tier 3 support for ImmTrac line phone calls and verify identity of IIS authorized users.
- Analytical Skills: Gather and evaluate data through task analysis, call center statistics, shared inbox responses, review of business processes, surveys, work groups, and other methods.
This position requires a high level of independence, initiative, and judgment. The successful candidate will be able to work effectively in a fast-paced environment and prioritize multiple tasks and projects.
