Virtual Eligibility Customer Support - AP Tech (Public Service Representative 3) Russian bilingual at Department of Human Services

Department of Human Services; Salem (OR); Híbrido; USD 39 000 - 53 000; Tempo integral

Resumo da oferta

The Oregon Department of Human Services in Salem, OR is seeking a Virtual Eligibility Customer Support - AP Tech (Public Service Representative 3) Russian bilingual. The role requires bilingual English/Russian proficiency to assist applicants with the ONE System and related benefits programs (SNAP, TANF, ERDC, Medicaid).

You will provide information by phone and email, troubleshoot portal issues, reset passwords, and guide users through online applications.

Qualificações

• Two years of customer service experience.
• Must be bilingual English/Russian to qualify.
• Experience explaining rules/regulations clearly to diverse audiences.

Responsabilidades

• Provide information and assistance by phone to applicants about SNAP, TANF, ERDC, and Medicaid.
• Troubleshoot known errors in the Applicant Portal and AP Mobile App.
• Walk applicants through online screens and resolve Take Action requirements.

Conhecimentos

Customer service experience

Bilingual English/Russian

Technical troubleshooting

Phone and email support

Ferramentas

ONE System

Applicant Portal

AP Mobile App

Descrição da oferta de emprego

Virtual Eligibility Customer Support - AP Tech (Public Service Representative 3) Russian bilingual

Apply for Virtual Eligibility Customer Support - AP Tech (Public Service Representative 3) Russian bilingual at Department of Human Services in Salem, OR, US.

This Visa sponsorship job abroad position offers great opportunities for career growth.

Initial Posting Date: 10/01/2026

Application Deadline: 10/08/2026

Agency: Department of Human Services

Salary Range: $3,515 - $4,738

Position Type: Employee

Position Title: Virtual Eligibility Customer Support - AP Tech (Public Service Representative 3) Russian bilingual

Location: Salem, OR

Job Description

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that advances equity & diversity. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to help us achieve our vision of a diverse and inclusive community. To qualify for this position, you must be bilingual in English/Russian. The job offer will be contingent upon passing test(s) evaluating your proficiency in the bilingual requirements for this position. Upon passing the test(s), you will receive 5% bilingual differential pay. OPPORTUNITY AWAITS! If you have a passion to provide culturally appropriate services where individuals are treated respectfully, compassionately, and effectively in a manner that recognizes, affirms, and values the worth of individuals, families, and communities, protecting and preserving the dignity of each, this position is for you!

Summary of Duties

The purpose of this position is to provide information and assistance to the public about SNAP, TANF, ERDC, and Medicaid programs to support the online Oregon Eligibility System (ONE System). They will do this by phone to resolve any questions or concerns regarding the ONE System or mentioned programs. The incumbent will explain specialized and technical information within the Applicant Portal screens regarding SNAP, TANF, ERDC, and Medicaid programs while assisting the Oregonian with completing their online application.

Major Duties

• Public Contact: Contact by phone and/or email with participants, advocates, providers, coordinated care plans, outreach facilities, medical professionals, and agency staff.
• Assist individuals with their online applicant portal eligibility account by:
  • Resetting their passwords
  • Unlocking accounts
  • Providing the username (ONE)
  • Troubleshooting Technical errors
  • Accessing the External website
  • Manually Verifying Identity Assistance navigating through application screens
  • Associating authorized Representatives
  • Associating Community Partners when Consent is received
  • Assist individuals with setting up new accounts or disabling/deleting existing accounts.
• Assist individuals by troubleshooting known errors or basic support questions regarding the Applicant Portal system, AP Mobile App and external site.
• Walk applicants through the application screens when needed.
• Assist with troubleshooting errors as they occur with the Applicant portal system and external website.
• When issues cannot be resolved at their level, they provide their analysis for the next tier of support to review (ONE Help Desk).
• The analysis provided for the ONE Help Desk and ONE Triage Team must be complete and thorough as neither of these higher-level teams are customer-facing and cannot gather additional information.
• Narrate in both TRACS narration system as well as the ONE worker Portal with applicable (already have a case in ONE).
• Work with individuals to identify new errors and elevate issues to Leads, capturing screenshots and ensuring the client is able complete the application process.
• Explain rules, regulations, and procedures regarding privacy, security, and federal identity assurance levels in regard to user accounts.
• Explain and secure compliance with enhanced identity data verification in the course of assisting users with their account, dashboard, and case.
• Articulate program status and next steps as displayed within the users ONE Online account to resolve outstanding “Take Action” requirements to obtain/maintain the individual's benefits, as well as have a technical understanding of why the individual's ONE Online account is displaying certain “Take Action.”

Minimum Qualifications (MQ's)

• Two (2) years of experience in customer service.
• One (1) year of which must have included explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations.
• For this position, you must be bilingual in English and Russian to qualify.

Essential Attributes

• Experience providing technical support in a call center environment to diverse audiences verbally and in writing.
• Experience explaining complex information and procedures verbally and in writing to diverse audiences in a culturally responsive manner.
• Experience with technical skills that include advanced computer and search engine knowledge, email communication and navigating web-based platforms.
• Experience prioritizing tasks and managing workload to consistently meet deadlines in a fast paced, dynamic environment.
• Experience building trust-based relationships with colleagues and adapting to changing priorities collaboratively as a team.
• Experience providing equitable service with respect and compassion to community members who have historically been marginalized, underserved, in crisis, or disadvantaged.

Working Conditions

Your work schedule will be 9:30 AM – 6:30 PM, Monday – Friday Pacific Time (PT). This ongoing work schedule is not negotiable and will not be adjusted to accommodate other time zones. Your training schedule will be 8:00 a.m. – 5:00 p.m., Monday – Friday Pacific Time (PT). This position is eligible for hybrid remote work. The ability to report to a local VEC (Virtual Eligibility Center) office is required when training, business or operational needs are dependent on onsite activities. Travel expenses are not provided, nor reimbursable for remote work employees per travel