Certification Support Specialist (Education Specialist II)

Job Description

MISSION: The Texas Education Agency (TEA) will improve outcomes for all public-school students in the state by providing leadership, guidance, and support to school systems.

Core Values:

• We are Determined: We are committed and intentional in the pursuit of our main purpose, to improve outcomes for students.


• We are People-Centered: We strive to attract, develop, and retain the most committed talent, representing the diversity of Texas, each contributing to our common vision for students.

• We are Learners: We seek evidence, reflect on success and failure, and try new approaches in the pursuit of excellence for our students.

• We are Servant Leaders: Above all else, we are public servants working to improve opportunities for students and provide support to those who serve them.

New hires, re-hires, and internal hires will typically receive a starting salary between the posted minimum and the average pay of employees in their same classification. Offers will be commensurate with the candidate's experience and qualifications and will thoughtfully consider internal pay equity for agency staff who perform similar duties and have similar qualifications. The top half of the posted salary range is generally reserved for candidates who exceed the requirements and qualifications for the role. The maximum salary range is reserved for candidates that far exceed the required and preferred qualifications for the role.

Position Overview: The Education Specialist II (Certification Support Specialist) performs moderately complex, journeylevel work supporting educator certification and credential review functions within the Division of Educator Certification. This position serves as a key point of contact for applicants and stakeholders by providing technical assistance, credential review support, resolving customer inquiries, and ensuring consistent application of certification requirements. This role contributes to timely, accurate service delivery by reviewing applications and documentation, preparing standard correspondence, monitoring servicelevel objectives, and escalating complex or policyrelated issues as appropriate.

In addition to application processing and customer support, the position provides administrative and operational support for the division of Educator Certification, including monitoring shared inboxes, coordinating internal followup, refund tracking, and reviewing child supportrelated documents in accordance with established procedures. The Education Specialist II works under general supervision, exercises independent judgment within defined guidelines, and collaborates regularly with License and Permit Specialists and other internal teams to support efficient operations and continuous improvement. This is an individual contributor role that reports directly to the Deputy Director of Customer Support and Service. While this position is primarily virtual, periodic in person attendance is required for agency directed activities such as trainings, presentations, meetings, or project based work.


Please note that a resume, tailored cover letter, and short answer responses are required attachments for applying to this position. Incomplete applications will not be considered. Applicants who are strongly being considered for employment must submit to a national criminal history background check.

The nature of this role requires seasonal presence in Austin as requested.

Essential Functions

Job duties are not limited to the essential functions mentioned below. You may perform other functions as assigned.

1. Customer Service Issue Resolution and Monitoring: Performs moderately complex customer service and program support work by serving as a point of escalation for customer inquiries received through phone and help desk ticketing systems. Remains available during business work hours to support call and ticket escalations within the specialist's scope of responsibility. Monitors the help desk ticket queue to ensure servicelevel objectives and performance targets are met, including response and resolution expectations. Independently reviews, researches, and resolves help desk tickets related to assigned program areas; documents actions taken; and coordinates with internal staff as needed to ensure timely, accurate, and consistent resolution of customer issues.

2. Visiting International Teacher Support: Provides support for the Visiting International Teacher (VIT) program by reviewing and approving incoming applications in accordance with applicable statutes, rules, and agency procedures. Evaluates applications and supporting documentation for completeness, accuracy, and eligibility; identifies deficiencies; and notifies applicants of missing or insufficient materials. Provides direct technical assistance to applicants, stakeholders, and internal staff to resolve moderately complex or unusual issues related to application processing and program participation. Serves as a key resource to ensure program requirements are consistently applied and that approved exchange programs operate in compliance with agency rules and established standards.

3. Credential Review Application Screening and Customer Communication: Completes thorough document screening of educator materials submitted as part of the credential review application process. Reviews new applications and holding applications for completeness, accuracy, and required fees, and identifies missing or insufficient documentation. Prepares and sends standard correspondence, including notification letters, to inform applicants of application status, next steps, or application closure due to incomplete submissions, and provides guidance on how to reapply or submit required materials. Resolves assigned applications within established servicelevel objectives and monitors progress to support timely processing. Escalates complex, policyrelated, or timesensitive issues as appropriate and works collaboratively with a License and Permit Specialist (LPS) to ensure consistent application of certification requirements and effective crossfunctional coordination.

4. Administrative and Operational Support: Provides administrative and operational support by monitoring the division's shared email inbox and ensuring timely responses to external and internal inquiries. Responds to routine questions within scope, routes inquiries to the appropriate internal team as needed, and tracks followup to ensure resolution. Maintains responsiveness to internal staff communications and supports effective information flow across teams. Supports the division's refund tracking process by conducting weekly reviews of the refund spreadsheet to ensure accuracy and completeness and submitting finalized documentation to the Accounting Division for processing. Serves as the primary point of contact for resolving refundrelated issues, including obtaining missing or corrected information. Reviews child support-related documents to clear account holds in accordance with established procedures.

5. Program Support, Resource Development, and Stakeholder Communications: Provides operational support to the Deputy Director of Customer Support and Service by updating and maintaining customerfacing and internal resources. Reviews and revises website content, frequently asked questions, help desk macros, training materials, presentations, and other guidance documents to ensure accuracy, clarity, and consistency. Contributes to training initiatives, consumer awareness efforts, and continuous improvement activities by analyzing customer inquiries and feedback, recommending updates to materials and processes, and supporting knowledgesharing across internal and external teams.


Qualifications:

Minimum Qualifications

• Education: Graduation from an accredited four-year college or university

• Experience: At least one (1) years of experience in customer service experience supporting web applications is required.


• Substitutions: Each additional year of related experience above the required minimum may substitute for education on a year-for-year basis.

Other Qualifications

• Share the belief that all Texas students can achieve at high levels and are able to succeed in college, career, or the military


• Familiarity with educator certification and state agency work

• Excellent verbal and written communication skills that quickly adapt to a variety of audiences

• Meticulous attention to detail with an ability to produce quality work in a fast-paced environment

• Effective and appropriate use of technology, including web application software using standard browsers and Microsoft Office Suite (Word, PowerPoint, Excel, and Outlook)

• Strong prioritization, time management, and organizational skills

• A positive attitude and professional demeanor to support colleagues in achieving division goals

• Highly skilled in developing and maintaining effective working relationships with a variety of individuals and groups, internal and external to TEA

• Flexible, adaptable to change, and able to work under time-sensitive conditions, including interruptions and short deadlines

• A desire to self-reflect, give/receive feedback, and continuously improve

• Ability to work both independently and engage in a collaborative, results-oriented team environment

• Knowledge of office practices and administrative procedures

• Ability to use problem-solving and critical thinking skills in a fast-paced environment

As an equal opportunity employer, we hire without consideration to race, religion, color, national origin, sex, disability, age or veteran status, unless an applicant is entitled to the military employment preference.

To review the Military Occupational Specialty (MOS) codes from each branch of the U.S. Armed Forces to each job classification series in the State's Position Classification Plan (provided by the State Auditor's Office), please access the Military Crosswalk (occupational specialty code) Guide and click on the military "occupational category" that corresponds with the state classification in this job posting title.

This position requires the applicant to meet Agency standards and criteria which may include passing a pre-employment criminal background check, prior to being offered employment by the Agency.

To learn more about working at TEA, including hiring timelines, process details, and candidate resources, please visit the Employment at TEA page.

No phone calls or emails, please. Due to the high volume of applications, we do not accept telephone calls and cannot reply to all email inquiries. Only candidates selected for interview will be contacted. Please add "View email address on click.appcast.io" and "@tea.texas.gov" to your safe senders list to ensure you receive email notifications from our talent acquisition team and/or hiring division regarding your candidacy.