The Customer Care Specialist is a dynamic customer service role that encompasses all aspects of frontline application, technical, and infrastructure support along with the respective escalation pathways. There are multiple customer entry points to UCLA Health IT Customer Care ranging from: phone, face-to-face, email, self-service ticketing, chat, messaging, and text. The Customer Care Specialist is expected to navigate them all with fluidity and utmost professionalism. Additionally, Customer Care Specialists monitors and manages numerous alerting services and are expected to follow escalation protocols and defined policies and procedures day-to-day 24x7. Perform Lead duties, as assigned/scheduled.