Customer Support Specialist

Customer Support Specialist

Empowering all Montanans through work and opportunity. It's about the people and the impact we make in our communities every day. We are proud of our open, team-based, supportive, and collaborative work environments.

Benefits include:

• Work/life balance with hybrid schedules or partial telework may be available within the state of Montana.
• 38 paid days off a year including vacation, sick leave and holidays.
• Military leave: You'll get up to 15 days of military leave with full pay.
• Longevity raises with continuous service, as well as any negotiated market increases and state statutory raises.
• Health, dental, vision, life insurance coverage, flexible spending accounts, EAP.
• Free telehealth and access to free employee medical clinics through our medical plan.
• Choice between two retirement plans with an employer contribution between 8.73% - 9.07% of your annual salary.
• Public Service Loan Forgiveness- Employment with the State of Montana may qualify you to receive loan forgiveness.
• Career progression, training opportunities and room for professional growth.
• State employee discounts at various businesses across the state.

Job Duties:

• Provide high quality customer service and support to Montana Employers and Third-Party Administrators.
• Respond to customer inquiries via phone, email and secure web messaging.
• Research, analyze, and answer technical troubleshooting inquiries for UI eServices for Employers.
• Collaborate with division, department and other agency staff on multiple regulatory and technical service offerings.
• Support the filing of UI reports and payments using multiple electronic tools and file types.
• Assist in the collection of delinquent quarterly reports.

Knowledge, Skills and Abilities:

• Analyze and comprehend – Statutes, rules, policies, correspondence, documents.
• Customer Service – Listen, understand and find solutions for customers.
• Good written and verbal communication – In person, phone, Teams, email. Ability to explain issues and requirements to customers.
• Problem-solving – Understand problems and use critical thinking to find effective solutions.
• Proficient with technology/programs – Computers, Microsoft office, navigating websites, etc.
• Attention to detail, organized, and time management – Ability to meet deadlines, track, and process correspondence/documents timely from multiple sources such as emails, calls, voicemails, databases.
• Adaptable – Manage changes to technology/programs.
• Work in a team environment.

Minimum Qualifications:

Candidates with a strong mix of the attributes listed in the above Knowledge, Skills and Abilities (KSAs) in the fields of Business Administration, Customer Service, Collections or a similar field are desired. Candidates may demonstrate competency in the KSAs through at least 4 years directly related experience, formal education (including certificates, credentials, or degree-based programs), or a combination of both. Candidates should clearly describe how their experience and education meet the identified KSAs and provide examples in their cover letter that demonstrate their qualifications.

How to Apply for This Opportunity:

A complete state application is not required; however, you will need to initiate the application and attach the resume, cover letter or other required documents at time of application to be considered for this position. Resume will auto fill the application, but the application will not be scored or reviewed. Failure to attach the cover letter and resume will result in your application being considered incomplete and will not be considered further. Materials submitted but not requested will not be considered in the selection process.

Required application materials:

• Cover Letter- Your Cover Letter should explain how your experience and education meet the identified Knowledge, Skills, and Abilities, with examples that demonstrate your qualifications.
• Resume- include all work experience you have held that would help you qualify for this position, including duties, dates of employment.

Location: Helena