Issue Resolution Analyst (State Employees Only)
$54,228–$82,848 year
HybridSalem, Oregon, United States or Odot, Akwa Ibom State, Federal Republic of Nigeria
Job Summary
Provide and explain OReGO program rules, processes, and options to participants, dealerships, and service providers. Serve as the first point of contact for inquiries, issues, and complaints, coordinating with account managers to resolve escalated matters. Monitor systems for new accounts needing verification, document customer feedback, and recommend service improvements based on data and reports. Assist with enrollment, account setup, and data governance activities while ensuring compliance with statutes and rules. This collaborative role supports the Oregon Department of Transportation's road-usage fee program, requiring accurate data entry and maintenance of shared DMV records.
Required Qualifications
- Current State of Oregon employee at time of application in a permanent, seasonal, limited duration or temporary position
- Any combination of experience or education equivalent to three years technical-level experience that typically supports the knowledge and skill requirements listed for the classification
- A bachelor's degree in business or public administration, behavioral or social sciences, or a degree related to the agency program that demonstrates the capacity for the knowledge and skills
Desired Qualifications
- Experience explaining complex program information to diverse audiences so they can make informed decisions
- Ability to resolve complex customer issues and complaints
- Experience reviewing customer service data to monitor performance, ensure quality, and identify opportunities for continuous improvement
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