Customer Service Liaison for Texas Department of Family and Protective Services

13 hours ago


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

Job Title: Customer Service Liaison for Texas Department of Family and Protective Services

About the Job

We are seeking a highly skilled and experienced Customer Service Liaison to join our team at the Texas Department of Family and Protective Services. As a key member of our IT department, you will play a critical role in ensuring seamless communication between our agency and service providers.

Key Responsibilities:
  • Serve as primary liaison between DFPS customers and STS service providers to address service level issues, management issues, and escalated performance issues;
  • Coordinate with customers, service provider, and DFPS ITS staff to conduct root cause analysis/resolution and change management activities with data center services;
  • Develop, evaluate, and conduct customer service performance metrics, studies, reports, and recommendations in coordination with DFPS ITS to facilitate assessment of STS performance in serving DFPS customers;
Requirements and Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience;
  • At least 5 years of experience in IT service management, project management, or related field;
  • Excellent communication and interpersonal skills;
  • Ability to work in a fast-paced, deadline-driven environment;
  • Knowledge of Incident, Problem, and Change Management processes;
  • Knowledge of State of Texas procurement and operations support requirements;
  • Knowledge in server, high volume print/mail, computer-related planning, operational procedures, and disaster recovery;
  • Ability to provide excellent customer service;
  • Ability to coordinate, prioritize, and complete multiple tasks with a high degree of accuracy;
  • Ability to communicate technical information to individuals with various levels of technical knowledge;
What We Offer:
  • Estimated salary range: $60,000 - $80,000 per year;
  • Benefits package including health insurance, retirement plan, and paid time off;
  • Opportunities for career growth and professional development;
About Us:

The Texas Department of Family and Protective Services is a state agency responsible for protecting children and adults from abuse and neglect. Our mission is to promote the safety and well-being of Texans by providing quality services that prevent child abuse and neglect, strengthen families, and ensure a safe and supportive environment for all Texans.



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