Program Specialist III (Client Support Specialist)

Job Title
Program Specialist III (Client Support Specialist)
Job Number
00017347

Job Posting:
#00017347

Opened:
09/02/2021

Closes:
09/16/2021

Position Title:
Program Specialist III (Client Support Specialist)

Class/Group:
1572/B19

Military Occupation Specialty Code:
Navy-OS; Coast Guard-OS; Air Force-86M0

FLSA:
Non-exempt

Number of Vacancies:
2

Division/Section:
Chief Operations Office
Customer Service Operations/Service Fullfillment

Salary Range:
$4166.67-$5000.00

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 capp.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-million dollar cooperative contracts program, and providing strategic technology leadership, solutions, and innovation to all levels of Texas government.  DIR is a fast-paced and collaborative environment with highly motivated and engaged employees dedicated to achieving the best value for the state. 
Performs 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 communications customer work orders for Texas Agency Network (TEX-AN) services, and record keeping.  Onboards new TEX-AN customers.  May assist in the training of others.  Works under general supervision with 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:

  • Acts as the primary contact for an assigned base of customers for voice, data, and toll-free services.  Duties include placing orders, working with customers and vendors, and maintaining records for billing and inventory.
  • Acts as liaison between state agencies and political subdivisions and the TEX-AN vendors to achieve the desired service is ordered correctly and within the proper time frame. Assists in TEX-AN vendor issues.
  • Reviews and inputs very detailed and complex technical data into order and inventory system for TEX-AN service.
  • Responds to inquiries from state agencies and political subdivisions, preparing cost estimates and supporting technical design applications for TEX-AN services.
  • Coordinates and participates in strategic meetings with DIR Network Engineering staff, customers, and vendors to assess customer network needs, develop service plans, and implement new services and connectivity.
  • Assists in organizing and implementing procedures for the communications services offered under TEX-AN.
  • Recommends and coordinates activities to produce a more effective program.
  • Performs other related duties as assigned.

EDUCATION

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

EXPERIENCE & TRAINING REQUIRED

  • Minimum of three (3) years of experience in preparing reports, record keeping, data entry and drafting correspondence.
  • Minimum of three (3) years of experience in customer service or account management

EXPERIENCE & TRAINING PREFERRED

  • Working knowledge of the TEX-AN network.
  • Working knowledge of BMC Helix/Remedy.

KNOWLEDGE, SKILLS & ABILITIES

  • Working knowledge of telecommunications networking for both voice and data services.  
  • Skill in problem resolution and ability to identify and implement best practices.
  • Ability to learn and maintain a general understanding of the DIR 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, as a team lead, and in direct contact with others 
  • Occasional lifting and climbing

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