Customer Service Liaison for Texas Department of Family and Protective Services
13 hours ago
Job Title: Customer Service Liaison for Texas Department of Family and Protective Services
About the JobWe 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;
- 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;
- 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;
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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