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

Job TitleRemote Role and candidate is local to CODescription of JobYou 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 FeedbackTracking feedback submissions from users of the platformProviding first line support to users of the platformFlagging critical software errors to the vendor hosting the platformIdentifying next steps to solve errors while being available and communicative with users throughout the processDocumenting and tracking issuesProduct and Process ImprovementWorking with the product team to improve the platform by analyzing patterns across feedback submissionsEstablishing a sustainable and effective strategy for the future of support as the platform grows in size and user baseExperience and QualificationsEducation and ExperienceEducation and Experience:Two years of experience in Information Technology; providing Application/Software customer support; or in an occupational field related to the positionFluency 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 QualificationsThe preferred candidate will exhibit:Ability to set goals, work independently, and drive resultsDiplomatic, persuasive, and tactful with excellent verbal and written communication skills requiredExcellent interpersonal skillsSelf-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/solutionsSkills - Operating Systems - Windows 10 - Novice (1-3 Years) - YesSkills - Operating Systems - Windows 8, 8.1, 10 - Novice (1-3 Years) - YesSkills - Others - Communication skills both verbal and written - Novice (1-3 Years) - YesSkills - Others - Learning ability - Novice (1-3 Years) - YesSkills - Others - Process Flow Analysis - Novice (1-3 Years) - YesSkills - Others - Team work - Novice (1-3 Years) - Yes