Texas Higher Education Coordinating Board · 1 day ago
THECB - Program Specialist I, Apply Texas Help Desk Agent
United States
Full-time
Remote
Mid, Senior Level
5+ years expThe Texas Higher Education Coordinating Board is responsible for overseeing higher education in Texas, and they are seeking an ApplyTexas Help Desk Agent to provide high-quality customer support to users of the ApplyTexas system. The role involves responding to inquiries, maintaining documentation, and collaborating with various stakeholders to enhance user experience and support college and career advising efforts.
Higher Education
No H1B
Responsibilities
Provide high-quality, empathy-first written communication to ApplyTexas users that meets division performance expectations for high quality customer service
Manage and prioritize assigned support cases to ensure timely ticket resolution, accurate documentation, and appropriate escalation
Delivers support to users through multiple mediums including email, text message, and videoconferencing depending on context and customer needs
Maintains accurate and thorough documentation of actions taken on assigned cases using appropriate agency tools including but not limited to Salesforce Service Cloud, Azure DevOps, Microsoft Office tools, and Smartsheet
Contribute to the development and maintenance of the ApplyTexas customer service knowledge base, including drafting, updating, and copyediting articles
Participate in required trainings, quality reviews, and professional development to ensure updated knowledge of ApplyTexas policies and processes
Apply FERPA standards at all times when handling sensitive information
Organize and maintain records used for reporting, evaluation, and continuous improvement
Research user issues thoroughly, applying established protocols to replicate problems, identify root causes, and document findings
Escalate unresolved or complex technical issues to the Help Desk Manager and product/DevOps teams with clear, complete documentation
Maintain up-to-date knowledge of ApplyTexas system functionality and common user workflows across the applicant, admin, and counselor portals
Maintain foundational knowledge of college access, admissions, financial aid, and enrollment processes to ensure accurate and complete responses to users
Collaborate with agency staff, higher education partners, and external stakeholders on assigned tasks and special projects
Crosstrain with the ADVi virtual advising team and pivot to support ADVi escalations during peak periods
Adapt communication styles to meet the needs of diverse audiences, ensuring clarity and user-centered support
Contribute to program evaluation by identifying recurring issues, trends, or opportunities for improvements in user experience or system functionality
Support the broader goals of the College and Career Advising Division by participating in knowledge-sharing, team meetings, and cross-functional coordination
Performs other related duties as assigned to support the goals of the College and Career Advising Division and agency priorities
Qualification
Required
A bachelor's degree from an accredited college or university, with at least five (5) years of full-time experience in a technical support/help desk role, college admissions coordination, or a closely related position; OR
High school diploma or equivalent and an associate degree or professional certification from an accredited IT program, with at least ten (10) years of full-time experience in technical support/help desk services, college admissions coordination, or a similar role
Experience working in a virtual or remote service environment
Experience supporting users in higher education admissions, college access advising, and/or financial aid administration environments
Knowledge and understanding of state and federal laws, rules, regulations, policies, and procedures affecting higher education admissions and enrollment in Texas
Knowledge of Texas education systems, college admissions, and financial aid processes
Skilled in working with computers and standard office technology, including Microsoft Office Suite (Word, PowerPoint, and Excel)
Skilled in oral and written communication
Skill in using technology and industry best practices to meet customer service goals
Skill in troubleshooting, documenting steps, and identifying user needs
Skill in using computers, databases, and general office software, including Microsoft Word, Outlook, PowerPoint, and Excel
Skill in managing customer service tickets through Salesforce and/or similar systems
Skill in reviewing materials for accuracy and efficiently identifying, researching, and correcting errors
Ability to effectively communicate in both oral and written form to a diverse range of customers and other stakeholder groups
Ability to communicate complex or technical information in a clear, organized, concise, and user-friendly way
Ability to interpret guidelines, policies, procedures, rules, and statutes, exercising sound judgment and discretion when applying relevant policies and procedures
Ability to maintain confidentiality and apply FERPA standards
Ability to self-manage assigned responsibilities and tasks, effectively manage time, multitask, organize, and prioritize while working independently in a fast-paced, constantly changing environment
Ability to demonstrate knowledge of Standard American English and proofing and editing practices
Ability to build positive working relationships with team members and stakeholders
Preferred
At least two (2) years of full-time experience using a customer service management system or ticketing platform
At least three (3) years of full-time experience providing customer support via phone, email, or chat to diverse user populations
Minimum of seven (7) years of experience in technical customer service or account management position
Experience resolving technical issues or supporting users in an online application environment
Experience with accessibility protocols and/or communicating with stakeholders who have diverse needs
Company
Texas Higher Education Coordinating Board
The Texas Higher Education Coordinating Board is an agency committed to supporting its institutions and students by promoting equity, accessibility, and affordability.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jeffrey Parks
Senior Director for Workforce Education Partnerships
Jennie Kennedy
Chief Privacy Officer
Company data provided by crunchbase