Information Specialist III (Senior-Level)
Information Specialist III SeniorLevel - Careers At Technical Solutions and Maintenance, Inc. Technical Solutions and Maintenance, Inc. A great place to work. Careers at Technical Solutions and Maintenance, Inc. Share with friends or Subscribe! Current job opportunities are posted here as they become available. Back To Openings Information Specialist III (Senior-Level) Location: START YOUR APPLICATION Title: Information Specialist III (Senior-Level) Location: Remote Salary: Commensurate with experience. Job Description: The Information Specialist III serves as a senior-level professional responsible for delivering expert information services within a multi-channel response center environment. This role handles complex and sensitive inquiries related to justice programs, funding opportunities, and public resources, while ensuring high-quality customer service and knowledge management support. Key Responsibilities Serve as a subject matter expert on organizational programs, services, and funding opportunities. Handle Tier 2 and Tier 3 inquiries, including complex or escalated customer requests requiring research, analysis, and coordination. Provide accurate, timely responses across multiple communication channels (phone, email, web forms, mail, etc.). Utilize customer relationship management systems (e.g., ServiceNow) to document interactions, track cases, and maintain knowledge bases. Collaborate with internal stakeholders to resolve inquiries requiring policy, technical, or programmatic expertise. Support development and continuous improvement of FAQs, scripts, and knowledge resources. Monitor trends in inquiries and recommend improvements to services, communications, and program guidance. Assist in training and mentoring junior staff. Ensure compliance with accessibility standards (e.g., Section 508) and customer service best practices. Support surge operations during high-demand periods (e.g., funding announcements). Participate in meetings with leadership to provide insights on customer needs, common issues, and process improvements. Ensure service delivery meets performance, quality, and customer satisfaction standards. Experience Requirements: Minimum 5 years of progressively responsible experience in information services, research, or customer support. Experience handling complex inquiries and working with CRM or knowledge management systems. Strong written and verbal communication Education Requirements: Bachelor�s degree in information science, library science, criminal justice, public administration, communications, or related field. START YOUR APPLICATION Visit Our Home Page © 2026 Technical Solutions and Maintenance, Inc Applicant Tracking System Powered by