• Respond to customer inquiries via phone, email, and chat in a professional and efficient manner; • Troubleshoot technical issues and provide step-by-step guidance to customers; • Collaborate with other departments to resolve customer inquiries; • Escalate complex issues to the appropriate team for resolution; • Document customer interactions; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI; • Communicate with developers and cross-functional specialists;

• Set up and configure our complex B2B product with advanced functional logic (similar to Odoo, SAP, Microsoft Dynamics, etc.); • Conduct demo calls to understand client business needs and deliver compelling product presentations; • Develop and lead client training sessions to ensure strong adoption and effective product usage; • Troubleshoot technical issues, including API requests, data flows, and integrations; • Act as a trusted advisor by proactively managing the client journey and ensuring long-term success; • Manage a portfolio of accounts, focusing on retention and identifying growth opportunities; • Collaborate with product and engineering teams to resolve complex technical challenges; • Build strong, long-lasting relationships with customers through clear and proactive communication.

• Serve as the primary escalation point for complex or high priority customer issues, independently prioritizing, troubleshooting, and resolving cases while maintaining complete and accurate documentation in the ticketing system. • Collaborate with Product, Engineering, and Tier 3 teams to investigate and resolve advanced issues, identify defects, and ensure timely and transparent internal communication of technical concerns. • Provide expert guidance to clients, Tier 1 Support Specialists, SMEs, and partners—promoting a culture that under promises, overdelivers, and consistently protects the customer experience. • Determine optimal solutions and walk customers through resolution steps, addressing end user concerns professionally and ensuring a customer centric experience. • Mentor, coach, and train Tier 1 team members on troubleshooting methods, processes, new releases, and support best practices; contribute to onboarding and skill development. • Provide backup support to Tier 1 during high volume periods to maintain team-wide service level consistency. • Create and maintain knowledge base articles and internal documentation to support customer self-service and improve internal knowledge sharing. • Identify broken or inefficient processes and recommend practical solutions to leadership, contributing to continuous improvement across the support organization.

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.