Certification Support Specialist (Education Specialist II)

Certification Support Specialist (Education Specialist II) (00058919) Organization: TEXAS EDUCATION AGENCY Primary Location Texas-Austin Work Locations Texas Education Agency, 1701 North Congress Avenue Austin 78701 Job Overview The Education Specialist II (Certification Support Specialist) performs moderately complex, journey‑level 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. 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 follow‑up, refund tracking, and reviewing child support‑related documents in accordance with established procedures. This role reports directly to the Deputy Director of Customer Support and Service and works primarily in a virtual setting with periodic in‑person attendance required for trainings, presentations, meetings, or project‑based work. Responsibilities Customer Service Issue Resolution and Monitoring: Serve as a point of escalation for customer inquiries, monitor help‑desk ticket queue during business hours, review, research, and resolve tickets, document actions, and coordinate with internal staff to ensure timely and accurate resolution of customer issues. Visiting International Teacher Support: Review and approve incoming applications for the Visiting International Teacher program, evaluate documentation for completeness and eligibility, notify applicants of deficiencies, and provide technical assistance to resolve unusual processing issues. Credential Review Application Screening and Customer Communication: Conduct thorough document screening of educator materials, prepare and send standard correspondence to inform applicants of status, next steps, or closure due to incomplete submissions, resolve applications within established service‑level objectives, and collaborate with a License and Permit Specialist to ensure consistent application of certification requirements. Administrative and Operational Support: Monitor the division’s shared email inbox, respond to routine questions, route inquiries to appropriate teams, maintain timely responses to internal communications, support refund tracking by reviewing spreadsheets and submitting documentation to Accounting, and review child support–related documents to clear account holds. Program Support, Resource Development, and Stakeholder Communications: Update and maintain customer‑facing and internal resources, review website content, FAQ, help‑desk macros, training materials, presentations, and other guidance documents, contribute to training initiatives, consumer awareness efforts, and continuous improvement activities by analyzing customer inquiries and recommending updates to materials and processes. Qualifications Minimum Qualifications Education: Graduation from an accredited four‑year college or university. Experience: At least one year of customer service experience supporting web applications. 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. Knowledge of educator certification and state agency work. Excellent verbal and written communication skills that quickly adapt to a variety of audiences. Meticulous attention to detail in a fast‑paced environment. Proficiency with web application software and Microsoft Office Suite. Strong prioritization, time management, and organizational skills. Positive attitude and professional demeanor to support colleagues. Highly skilled in building effective working relationships with internal and external stakeholders. Flexible, adaptable to change, and able to work under time‑sensitive conditions. Desire to self‑reflect, give/receive feedback, and continuously improve. Ability to work 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. Additional Requirements Applicants must submit a resume, tailored cover letter, and short answer responses. Applicants will be subject to a national criminal history background check. EEO Statement 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. Benefits Position pays within the posted salary range of $4,020.33 to $5,178.00 per month (Monthly), commensurate with experience and qualification, and may include additional benefits as outlined in TEA employment policies. Additional Information Seasonal presence in Austin may be required as requested. This role is exempt and has an Overtime Status of Exempt. #J-18808-Ljbffr