Systems & Methods, Inc. (SMI)

Customer Support

• Responsible for receiving calls from child support client stakeholders in accordance with Standard Operating Procedures and contractual obligations
• Categorizing all calls received in one of the categories provided
• Record any abusive and/or extraordinary calls
• Be responsible for other duties as assigned

Customer Service Representative – Spanish/English Bilingual

Database Administrator

• Reporting to the lead DBA, help manage IBM Informix V14 primary & hot-standby and development instances in GA and TX.
• Develop and maintain the SMILE application stack across HPUX and RHEL platforms.
• Support the migration of the legacy C/Informix/shell application from HPUX to Red Hat alongside offshore teams.
• Assist the primary DBA with daily tasks: user management, performance monitoring, patching, routine maintenance.
• Manage IBM Informix primary, DR and development instances on Red Hat RHEL V8+.
• Monitor integrity, performance and availability of all environments.
• Configure new and existing instances as required.
• Provision raw and cooked disk storage as required.
• Collaborate with offshore teams to migrate legacy C, Informix SQL (ACE/Perform), and shell scripts from HPUX to RHEL 9.
• Validate migrated code, troubleshoot platform-specific issues, document procedures.
• Monitor SQL; tune indexes, buffer pools, memory, and I/O.
• Design and test ontape backup/restore procedures to meet RTO/RPO targets.
• Define database schemas and write Informix SPL stored procedures.
• Configure/install Apache servers and enforce web-application security best practices.
• Manage code in Subversion; track work in Azure DevOps.
• Deploy, patch, and troubleshoot on HPUX 11.31 and RHEL 8/9.

Informix Database Administrator

• Customer Service Representatives are responsible for responding to customer service calls and correspondence according to Standard Operating Procedures and contact requirements and other duties, as assigned.
• This position receives calls from child support customers and other stakeholders and responds following Standard Operating Procedures and contract requirements, processes correspondence in accordance with Standard Operating Procedures and contract requirements.
• Customer Service Representatives document correspondence and contacts in accordance with Standard Operating Procedures and contract requirements and are responsible for completing SMI system and State system updates in accordance with Standard Operating Procedures and contract requirements.

Bilingual Customer Service Representative

• Receive 100 to 150 inbound calls per shift from clients following Standard Operating Procedures and contractual obligations
• Categorize all calls received into provided categories
• Maintain a general understanding of policies and procedures
• Use email, phone, and chat to communicate with clients
• Perform other duties as assigned

Customer Service Representative

Data Entry

• Processing child support payments in the SDU (State Disbursement Unit) system in accordance with Standard Operating Procedures
• Responsible for other duties as assigned
• Work in a fast-paced environment
• Collaborate with team members and work independently as needed

Data Entry Operator

• 24/7 call center facility
• Receive 100 to 150 inbound calls per shift and categorize calls according to SOPs and contracts
• Maintain understanding of policies and procedures
• Provide customer service via Email, Phone, Chat
• Other duties as assigned
• Equipment provided by SMI; must be returned upon separation

Infrastructure Engineer

• Build and maintain the underlying infrastructure and platforms that support software application and services
• Implement tools and methodologies to automate processes, increase efficiency and ensure scalability within a hybrid infrastructure environment
• Implement and monitor security measures to protect data, applications and infrastructure hosted in the cloud
• Ensure reliability, performance and security of systems pertaining to firewalls, authentication and encryption
• Interact with clients and vendors based on daily operational needs and contractual obligations
• Responsible for the highest level of performance tuning and recovery procedures for mission critical enterprise systems
• Collaborate with architecture and development teams to evaluate and identify optimal cloud solutions
• Install, configure, and administer VMware, Hypervisor, Linux and Microsoft Service environments
• Be on-call and provide support services during off hours is required
• Perform scheduled night and weekend work is required
• Exhibit flexibility with work hours during software testing, maintenance, and implementation
• Work successfully in a fast-paced environment on multiple project priorities
• Able to work independently and as part of a team
• Communicate effectively both orally and in writing
• Travel on demand or as needed

Azure Infrastructure Engineer

Analyst

• Oversee resource allocation and optimize resource utilization across projects and departments.
• Lead projects related to payment processing and fintech solutions, managing requirements, timing, risks, issues, decisions, interdependencies, and milestones.
• Develop comprehensive project plans defining scope, objectives, deliverables, and timelines.
• Lead cross-functional teams to execute projects efficiently and effectively.
• Provide payment processing and fintech expertise to ensure compliance with industry standards and regulations.
• Manage project resources including team members, budgets, and technology.
• Identify project risks and develop mitigation strategies.
• Maintain stakeholder communication and project documentation, including status reports and requirement documents.
• Ensure project deliverables meet quality standards and adhere to best practices.
• Mentor and coach team members; use MS Project and Smartsheet to track progress.

Resource Analyst

• Analyze transactional and post-transactional data to detect and assess fraud trends, patterns, and anomalies.
• Perform dispute analytics for decision engine feedback and fraud strategy implementation requirements.
• Utilize tools such as SQL, Power BI, and other data visualization/analysis platforms to generate actionable insights.
• Record discrepancies between existing controls and the level of risk protection required, highlighting areas where enhancements are needed.
• Configure and optimize fraud rules within our card processor’s fraud platform to mitigate fraudulent events in real time.
• Identify and address general risks related to device security and website vulnerabilities, incorporating these insights into fraud prevention strategies.
• Collaborate with cross-functional teams, including compliance, IT security, customer service, and dispute resolution, to ensure seamless fraud prevention processes.
• Stay informed about industry trends and emerging fraud schemes to adapt strategies proactively.
• Create and deliver regular fraud reports and recommendations to stakeholders.
• Develop and maintain documentation of fraud prevention procedures, rule configurations, and response plans.

Customer Service Representative – Spanish/English Bilingual

Informix Database Administrator

Bilingual Customer Service Representative

Customer Service Representative

Data Entry Operator

Customer Service Representative

Azure Infrastructure Engineer

Resource Analyst

Fraud Analyst