Customer Service Center Lead I/ Remote ( Denver, CO ), 6 Months Contract

Job Title

Remote Role and candidate is local to CO

Description of Job

You will be the primary interface between the Behavioral Health Administration and people of Colorado who are using a new technology system to find behavioral and mental health support. This role will be responsible for managing feedback submissions and working with the product team to continuously improve the platform.

Though this position will report remotely, it may require reporting in person on occasion to Colorado Department of Human Service offices in the Denver area.

Primary Duties Include:

Managing Feedback

• Tracking feedback submissions from users of the platform
• Providing first line support to users of the platform
• Flagging critical software errors to the vendor hosting the platform
• Identifying next steps to solve errors while being available and communicative with users throughout the process
• Documenting and tracking issues

Product and Process Improvement

• Working with the product team to improve the platform by analyzing patterns across feedback submissions
• Establishing a sustainable and effective strategy for the future of support as the platform grows in size and user base

Experience and Qualifications

Education and Experience

Education and Experience:

• Two years of experience in Information Technology; providing Application/Software customer support; or in an occupational field related to the work assigned to the position
• Fluency in Spanish and English and skilled in the associated cultural dynamics.

Substitution:

• A Degree in Information Technology, Computing Studies or a related field will substitute for the required experience on a year-for-year basis.

Preferred Qualifications

The preferred candidate will exhibit:

• Ability to set goals, work independently, and drive results
• Diplomatic, persuasive, and tactful with excellent verbal and written communication skills required
• Excellent interpersonal skills
• Self-motivated and able to effectively manage time and tasks.
• Ability to solve complex problems, participate in continuous improvement, and adapt to the ideas of others.
• Technical versatility and creativity to deliver and contribute ideas/solutions

Skills - Operating Systems - Windows 10 - Novice (1-3 Years) - Yes

Skills - Operating Systems - Windows 8, 8.1, 10 - Novice (1-3 Years) - Yes

Skills - Others - Communication skills both verbal and written - Novice (1-3 Years) - Yes

Skills - Others - Learning ability - Novice (1-3 Years) - Yes

Skills - Others - Process Flow Analysis - Novice (1-3 Years) - Yes

Skills - Others - Team work - Novice (1-3 Years) - Yes