Program Specialist II (Client Support Specialist)

Job Title
Program Specialist II (Client Support Specialist)
Job Number
00024520

Job Posting:
#00024520

Opened:
06/21/2022

Closes:
07/05/2022

Position Title:
Program Specialist II (Client Support Specialist)

Class/Group:
1571/B18

Military Occupation Specialty Code:
Navy-OS; Coast Guard-OS

FLSA:
Non-Exempt

Number of Vacancies:
1

Division/Section:
Customer Service Operations / Service Fulfillment

Salary Range:
$3583.33 – $4000.00

Duration:
Regular

Hours Worked Weekly:
40

Shift:
Days

Travel:
None

Agency Address:
300 W. 15th St., Austin, TX 78701

Web site:
www.dir.texas.gov

Refer Inquiries to:
Human Resources

Telephone:
(512) 463-5920 or (512) 475-4612

HOW TO APPLY:

  • Select “Apply Online” to apply for the job at https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en
  • You must create a CAPPS Career Section candidate profile or be logged in to apply
  • Update your profile and apply for the job by navigating through the pages and steps
  • Once ready, select “Submit” on the “Review and Submit” page
  • If you have problems accessing the CAPPS Career Section, please email the CAPPS Recruiting Help Desk at capps.recruiting@cpa.texas.gov

SPECIAL INSTRUCTIONS:

  • Applicants must provide in-depth information in the EXPERIENCE & CREDENTIALS section to demonstrate how they meet the position qualifications. Incomplete applications may result in disqualification.
  • Resumes may be uploaded as an attachment but are not accepted in lieu of the information required in the EXPERIENCE & CREDENTIALS section of the application.

Interview Place/Time:
Candidates will be notified for appointments as determined by the selection committee.

Notice:
Section 651.005 of the Government Code requires males, ages 18 through 25 years, to provide proof of their Selective Service registration or proof of their exemption from the requirement as a condition of state employment.

EQUAL OPPORTUNITY EMPLOYER
The Department of Information Resources does not exclude anyone from consideration for recruitment, selection, appointment, training, promotion, retention, or any other personnel action, or deny any benefits or participation in programs or activities, which it sponsors on the grounds of race, color, national origin, sex, religion, age or disability.  Please call 512-463-5920 to request reasonable accommodations.

THE OPPORTUNITY
The Texas Department of Information Resources is the state agency charged with protecting the state’s data and critical technology infrastructure, managing a multi-billion-dollar cooperative contracts program, and providing strategic technology leadership, solutions, and innovation to all levels of Texas government.  DIR serves a wide spectrum of customers including State of Texas government agencies, county or local government offices, and public education entities of all sizes. DIR is a fast-paced and collaborative environment with highly motivated and engaged employees dedicated to achieving the best value for the state.
Performs moderately complex (journey-level) communications consultative services and technical assistance work. Performs highly detailed data entry into inventory databases and the NetPlus billing system.  Work involves providing customer service, cost estimates to potential and current Texas Agency Network (TEX-AN) users, preparing reports, processing telecommunication-related customer work orders for Texas Agency Network (TEX-AN) services, and record keeping.  May provide guidance to others.  Onboards new TEX-AN customers. Works under general supervision with limited to moderate latitude for the use of initiative and independent judgment.

WHAT WE DO
The ideal candidate will have the ability to highlight their strengths in the following functions:

  • Act as the primary contact for an assigned base of customers for voice and data services.  Duties include placing orders, working with customers and vendors, and maintaining records for billing and inventory.
  • Act as liaison between state agencies, political subdivisions and other customers and the TEX-AN vendors to achieve the desired service is ordered correctly and within the proper time frame. Assists in TEX-AN vendor order issues.
  • Review and input very detailed and complex technical data into order and inventory system for TEX-AN services.
  • Monitor TEX-AN vendor orders throughout the order life cycle and submits completed orders to the NetPlus billing system in a timely manner.
  • Respond to inquiries from state agencies, political subdivisions and other customers; assists in preparing cost estimates for TEX-AN and DIR Network services.
  • Assist in organizing and implementing procedures for the communications services offered under TEX-AN.
  • Recommend and coordinate activities to produce a more effective program.
  • Perform other related duties as assigned.

 

EDUCATION

  • Graduation from an accredited four-year college or university with major course work in business administration, telecommunications, information technology, or computer science generally preferred.
  • Additional work-related experience may be substituted for education on a year-for-year basis (high-school diploma required)

EXPERIENCE & TRAINING REQUIRED

  • Minimum of one year of experience in preparing reports, record keeping, data entry and drafting correspondence
  • Minimum of one year of experience in customer service or account management

EXPERIENCE & TRAINING PREFERRED

  • Working knowledge of the TEX-AN program 
  • Working knowledge of BMC Helix/Remedy or similar order processing system

KNOWLEDGE, SKILLS & ABILITIES

  • Skill in problem resolution and ability to identify and implement best practices.
  • Ability to learn and maintain a general understanding of the DIR and State Network and assigned customer’s networks and how they relate and interact. 
  • Ability to work independently with minimal supervision and as part of a team, and to support and contribute to a cohesive team environment
  • Ability to understand and interpret agency policies and procedures
  • Ability to comply with all agency policies and applicable laws
  • Ability to comply with all applicable safety rules, regulations, and standards
  • Ability to exercise courtesy, tact, and diplomacy in all communications
  • Ability to exercise sound judgment and discretion in handling confidential information
  • Ability to work a flexible schedule to meet required deadlines
  • Ability to work under pressure and exacting schedules to complete assigned tasks; includes processing requests for service within a specific time frame
  • Ability to establish and maintain effective and cordial working relationships at all organizational levels, including agency management, direct supervisors, co-workers, internal and external customers
  • Ability to understand, follow and convey brief oral and/or written instructions
  • Ability to communicate both verbally and in writing, in a clear and concise manner

COMPUTER SKILLS
Proficiency in the use of a personal computer and applicable software necessary to perform work assignments e.g., word processing, spreadsheets (Microsoft Office preferred).

OTHER REQUIREMENTS

  • Regular and punctual attendance
  • Criminal background check

WORK ENVIRONMENT

  • Regular and punctual attendance 
  • Frequent use of personal computer, copiers, printers, and telephones 
  • Frequent standing, walking, sitting, listening, and talking 
  • Occasional bending and stooping 
  • Frequent work under stress and in direct contact with others 
  • Occasional lifting and climbing

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