Job DetailsJob Location: Pathways San Antonio - San Antonio, TX 78213Position Type: Full TimeEducation Level: Bachelors DegreeTravel Percentage: OccasionalJob Shift: FlexibleJob Category: Information TechnologyJob Summary The Informatics Specialist works in close coordination with IT, Operations, Quality, and Program staff to develop, utilize and support information systems, workflow, and processes for the collection and reporting of program data to support supervisory functions, contract compliance and overall operational efficiency. This position requires a business-minded individual who has technical, organizational, and communication skills. Essential Duties: Systems and Data: Oversees the utilization, training, support and ongoing improvement of primary data system. Provides initial and ongoing training and support for company’s primary data system. Identifies, tracks and creates specifications for the development of system enhancements, bug fixes and new feature requests; working with third party vendors as needed. Manages and coordinates requests for, and provides custom reports for all programs. Creates, reviews, updates and develops forms and documentation templates as needed. Develops and submits monthly, quarterly and year end reports to support supervision activities, internal monitoring, quality assurance and compliance. Performs and manages regular and ad hoc configuration changes for primary data system. Builds complex data sets from multiple data sources both internally and externally (generally assigned to Level III). Develops business deliverables that leverage business intelligence platforms, data management platforms, or SQL-based languages, i.e., ZOHO, Tableau, PowerBi, or related (generally assigned to Level III). Responsible for data system rollout and implementation of new programs. Identifies and communicates critical gaps in system configuration & workflow for the purpose of improving operational efficiency. Oversees and executes all regularly scheduled data management, data monitoring, quality assurance and compliance processes for performance and management purposes. Prioritizes multiple tasks and effectively executes tasks to meet deadlines in a fast-paced environment while anticipating future needs. Supervisor: Quality, Risk & Compliance Director. Supervises: N/A. Work Environment: Primarily an office setting in a Pathways’ office or remote access location, as permitted by supervisor. Will travel and be in the community as necessary. Work Hours: Monday through Friday, 8:00 am to 5:00 pm (evening and weekend hours when necessary). Classification: Exempt.QualificationsEducation & Experience Level I Associate's degree in related field such as health informatics, computer science, or science. Bachelor's preferred. Minimum two to three years of experience in health informatics field. Level II Bachelor’s degree in related field such as health informatics, computer science, or science. Minimum three to five years of experience in health informatics field. Level III Bachelor’s degree in related field such as health informatics, computer science, or science. Minimum of five to seven years of IT/MIS experience preferred. Knowledge, Skills, & Abilities Knowledge of health computer databases, information systems configuration, data exchange, and systems design; computer operations, systems, and procedures; statistical, data analytical, and visualization applications; and computer programming languages. Skill in complex problem solving and critical thinking, and in the use of computer and applicable software. Ability to analyze systems and procedures, to translate user/business needs into a technical style, to develop reports, and to communicate effectively. Ability to support the agency's culture, growth, and success through communication, accountability, and positivity. Ability to be clear headed and decisive based on the scope of the position. Ability to work efficiently and effectively both individually and as part of a team. Ability to appropriately accept feedback through the supervision process thus displaying the willingness to learn, grow, and improve. Ability to effectively communicate with Pathways’ staff, foster-adopt parents, caregivers, support providers, external agencies, and professional service providers via phone, in person, and through written correspondence. Confident self-starter with the ability to exercise sound, independent judgment to produce desired results in a timely/proficient manner. Competent in using Microsoft Word, Excel, Power Point, Go To Meeting, the Internet, and other software applications. Organizational skills. Ability to effectively present information to and train employees and external users. Additional Requirements Proof of valid Texas Driver's License (Type C) and at least three years of driving experience. Access to reliable transportation. Proof of valid/current auto insurance. Cleared motor vehicle driving record. Three employment references. Cleared criminal background check and signed statement regarding felony indictments/convictions. Cleared TB test results (current within 12 months prior to employment). Cleared pre-employment drug test. Working cellular telephone. Physical and Mental Demands With or without reasonable accommodation, the physical and mental requirements of this job may include the following: frequent seeing, hearing, and reading, speaking, and writing clearly. Use of a computer for long hours. Frequent sitting, manual dexterity. Occasional lifting and moving of up to 25 pounds, reaching with hands and arms, stooping and kneeling. Ability to review data and format into meaningful reports. Ability to meet deadlines.

Overview Grow your career with ibex — Remote Bilingual Technical Support SpecialistInternet, WiFi, TV & Phone Connectivity (Work From Home) Are you the person friends and family call when their WiFi stops working? Do you enjoy diagnosing technical issues and helping people get back online quickly? ibex is seeking experienced, technically skilled professionals who can combine strong troubleshooting abilities with exceptional customer service. In this role, you’ll help customers resolve internet connectivity issues, optimize their home WiFi performance, and confidently guide them through solutions that keep their internet, TV, and phone services running smoothly. Responsibilities About the Role As a Bilingual Technical Support Specialist, you will be the first line of support for customers experiencing internet, WiFi, TV, and phone connectivity issues. In this role, you will combine technical troubleshooting skills with outstanding customer service to diagnose and resolve problems related to WiFi networks, routers, modems, internet connectivity, digital TV services, and home phone systems. You’ll guide customers through step-by-step troubleshooting, identify root causes of technical issues, and deliver solutions that restore service quickly and effectively, all while creating a friendly and supportive experience for every customer interaction. We are currently offering a variety of shift options; our team supports customers 24/7. What You’ll Do - Provide technical support to customers via phone - Diagnose and troubleshoot internet connectivity, WiFi performance, TV service, and phone-related issues - Assist customers with modem, router, TV equipment, and phone service setup, configuration, and troubleshooting - Walk customers through step-by-step troubleshooting to resolve connectivity and service problems - Identify root causes of technical issues and recommend effective solutions - Escalate advanced technical issues when necessary while maintaining ownership of the customer experience - Educate customers on best practices to improve home WiFi performance, TV reliability, and phone service quality - Accurately document troubleshooting steps, solutions, and customer interactions in internal systems - Deliver friendly, patient, and professional support during every customer interaction Qualifications What You’ll Bring - Strong technical troubleshooting and analytical problem-solving skills - Working knowledge of home networking concepts including WiFi, routers, modems, internet connectivity, TV equipment, and VoIP or home phone systems - Ability to clearly explain technical concepts to non-technical customers - Strong communication, patience, and empathy when assisting customers - Ability to multitask and remain organized in a fast-paced support environment - A customer-first mindset—you enjoy solving problems and helping people stay connected Must Haves - Minimum 2 years of technical support, IT help desk, ISP support, or related experience required - 18+ years old - High school diploma or equivalent - Ability to work remotely from home in a quiet, distraction-free environment - Reliable high-speed internet connection - Must be Fluent in speaking, reading and writing in both English & Spanish languages This role is currently limited to candidates residing in: Arkansas DelawareFloridaGeorgiaIdahoIndianaKansasKentuckyLouisianaMichiganNorth CarolinaOhioOklahomaPennsylvaniaSouth CarolinaTennesseeTexasVirginiaWest VirginiaWisconsinWyoming Perks & Benefits - 401(k) plan - Health, dental, and vision insurance - Paid time off and referral bonuses - Hands-on, paid training and development Employee-exclusive benefits - Free T-Mobile service - Upward Child Care Assistance Program - ibex Perkspot discounts and more! If you enjoy solving technical problems and delivering exceptional service that keeps customers connected, apply today and grow your career with ibex from home!

• Provide exceptional end-to-end support for issues related to account upgrades, provisioning, and the Provisioning Asset Group (PAG) • Apply advanced troubleshooting techniques and utilize AI-powered diagnostic tools to identify root causes and resolve escalated cases from incoming support channels • Own customer issues via engineering interface to resolve technical bugs and influence the product development roadmap • Utilize a broad technical toolkit including Salesforce, Jira, SQL, browser developer tools, and internal Docusign proprietary logging systems • Use AI-driven text analysis and log-parsing tools to identify high-impact opportunities for product improvement and customer experience enhancement • Promote Docusign products and services through consultative evaluation of customer needs and service requirements • Partner with cross-functional teams, including Product, Engineering, and Account Management, to ensure alignment on customer success plans • Meet and exceed Docusign Customer Support service level goals and KPIs • Develop and deliver technical training and documentation to support enablement for both internal teams and customers

• This is a work from home position and a customer-facing role, and your day-to-day will involve working directly with customers to provide live support via phone, chat, and email. • Your responsibilities will include troubleshooting issues customers are having, working with them to find a solution, and walking the customer through the steps they need to take in order to correct the issue.