Advanced Customer Support Specialist

2 days ago


Austin, Texas, United States Texas Department of Aging & Disability Services Full time
Job Title: Advanced Customer Support Specialist

We are seeking a highly skilled Advanced Customer Support Specialist to join our team at the Texas Department of Aging & Disability Services. As a key member of our Immunization Registry team, you will play a critical role in providing exceptional customer support and technical assistance to our stakeholders.

Job Summary:

The Advanced Customer Support Specialist will be responsible for overseeing contact management, maintaining provider information, and assisting with triage requests received by the Immunization Registry. You will provide consultative and technical assistance, including application support, problem analysis and resolution, user acceptance testing, documentation, and customer training.

Key Responsibilities:
  • Reviews and analyzes work performed by the IIS Customer Service team members to ensure accuracy, completeness, and timeliness.
  • Provides reports to the IIS Customer Service Manager to identify trends and forecast impacts to business operations.
  • Communicates with authorized users of IIS from both public and private sectors, including providers, schools, day care facilities, and parents.
  • Provides tier 3 support for ImmTrac2 1line phone calls and verifies identity of IIS authorized users.
  • Coordinates and provides special assistance and training regarding customer requests.
  • Interprets laws, rules, policies, and procedures to handle customer issues.
  • Maintains security and confidentiality of data at all times.
Requirements:
  • 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.
  • 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.
What We Offer:

We offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive salary and benefits package.



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