DPS - CRD - TLETS Customer Service Representative - 0134

Please paste the following URL into a browser to view the entire job posting in the CAPPS Career Section: https://capps.taleo.net/careersection/ex/jobdetail.ftl?job=00045186
You may apply to the job directly through the CAPPS Career Section. It is not necessary to apply both through Work In Texas and CAPPS Career Section

**This position has the ability to telecommute in Texas**
PLEASE NOTE: All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.
SUBMITTED THROUGH WORK IN TEXAS: Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. In order to complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile. Go to CAPPS Recruit to Sign In https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en
GENERAL DESCRIPTION: Perform complex (journey-level) customer service, data entry, and user community support work. Work involves providing internal and external customer service work, receiving and responding to requests for Texas Law Enforcement Telecommunication System (TLETS) user access, answering general inquiries and inquiries specific to TLETS, and determining, granting, maintaining, and removing TLETS user access. Partner and communicate with Law Enforcement Agency personnel to correct or update requests. Works under general supervision, with limited latitude for the use of initiative and independent judgement.
The following Military Occupational Specialty codes are generally applicable to this position.
https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf
Applicants must fully complete the summary of experience to determine if minimum qualifications are met.
ESSENTIAL DUTIES / RESPONSIBILITIES:
1. Receive and process new TLETS user requests for access submitted via email. Partner with users or agency administrators to determine scope of request and route accordingly if assistance of a more technical nature is required.
2. Receive and process requests for TLETS user account information updates. Address errors and process corrections, as necessary.
3. Partner with users or agency administrators to guide on the required access level for their TLETS needs.
4. Answer questions, process password resets, certification updates, and so forth sent in by agencies via telephone and email.
5. Interpret and explain rules, policies and procedures related to TLETS user access.
6. Address and respond to general inquiries.
7. May gather data related to user requests.
8. May work on special projects to complete urgent TLETS user access related tasks.
9. Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies.
10. Perform other duties as assigned.
Qualifications: GENERAL QUALIFICATIONS and REQUIREMENTS:
Education Graduation from a standard senior High School Diploma or equivalent.
Experience Minimum of one (1) year of experience performing complex customer service and support work which includes data entry.
Licensure and/or Certification TLETS Certification required within six (6) months of hire. If driving is required, must possess a valid driver license from state of residence.
Regulatory Knowledge Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies and procedures. Ability to interpret and explain rules, policies and procedures, and respond to inquires in a timely manner.
Technology Experience with CJIS and TLETS systems or the ability to rapidly learn these systems. Proficiency with Microsoft Office and appropriate levels of proficiency with utilized software and systems (e.g. CAPPS, SharePoint) and be able to learn new software/systems.
Interpersonal Skills Must demonstrate an ability to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers. Must demonstrate DPS core values: Integrity, Excellence, Accountability, and Teamwork.
Organizational and Prioritization Skills Must be organized, flexible, and able to effectively prioritize in a multi-demand and constantly changing environment; able to meet multiple and sometimes conflicting deadlines without sacrificing accuracy, timeliness or professionalism.
Presentation/Communication Skills Must be able to construct and deliver clear, concise, and professional presentations and/or communications to a variety of audiences and/or individuals.
Research and Comprehension Must demonstrate ability to quickly and efficiently access relevant information and be able to utilize and/or present research and conclusions in a clear and concise manner.
Analytical Reasoning/Attention to Detail Must demonstrate an ability to examine data/information, discern variations/similarities, and be able identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems.
Confidentiality and Protected Information Must demonstrate an ability to responsibly handle sensitive and confidential information and situations and adhere to applicable laws/statutes/policies related to access, maintenance and dissemination of information.
Safety Must be able to work in safe manner at all times, avoiding shortcuts that have potential adverse results/risks, and must be able to comply with safety standards and best practices.
Schedule and/or Remote/Telecommuting Work and/or Travel Availability to work non-normal business hours as required. Telecommuting up to five (5) days per week.
** Employee must provide own internet service.**
PHYSICAL and/or ENVIRONMENTAL DEMANDS:The physical and environmental demands described here are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Environment: Office/Indoors; Ambulatory skills, e.g. stand, walk, sit; Hand-eye coordination and arm/hand/finger dexterity; Ability to speak, hear, and exercise visual acuity; Ability to transfer weights of up to twenty (20) pounds anticipated for this position; Driving requirements: None.
State of Texas Benefits and Retirement Information: https://www.ers.texas.gov/
A DPS employee who is selected for a position in the same salary group and state title as their current position will be transferred with no salary change.
A DPS employee who is selected for a position in their current salary group with a new state title may receive an increase of no more than 3.4% over their current salary regardless of posted salary.
Salary is contingent upon qualifications and is subject to salary administration and budgetary restrictions.
DUE TO THE HIGH VOLUME OF APPLICATIONS WE DO NOT ACCEPT TELEPHONE CALLS. ONLY CANDIDATES SELECTED FOR INTERVIEW WILL BE CONTACTED.
State of Texas retirees may be rehired for full-time, non-commissioned positions only under very specific circumstances.
Testing is required for candidates to be considered to go before the oral interview board and will be notified via email provided on the application. Candidates must qualify on the DPS issued Excel, Word, Data Entry and Typing.