THECB - Program Specialist I, Apply Texas Help Desk Agent

The ApplyTexas Help Desk Agent (Program Specialist I) is responsible for providing high‑quality, timely customer support to users of the ApplyTexas system, including students, families, counselors, higher education institutions, and community partners. The position requires excellent verbal and written communication skills, a working knowledge of the ApplyTexas portal suite, and proficiency with CRM and help‑desk technologies to ensure that user inquiries are resolved accurately and efficiently. General Duties and Responsibilities The role encompasses three main categories of focus: (1) help desk consultation & operational support; (2) troubleshooting & application support; and (3) stakeholder engagement & cross‑team collaboration. Help Desk Consultation & Operational Support Provide high‑quality, empathy‑first written communication to users that meets division performance expectations. Manage and prioritize assigned support cases to ensure timely ticket resolution, accurate documentation, and appropriate escalation. Deliver support through multiple mediums including email, text message, and videoconferencing as needed. Maintain accurate and thorough documentation using tools such as Salesforce Service Cloud, Azure DevOps, Microsoft Office, 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 keep knowledge of policies and processes current. Apply FERPA standards at all times when handling sensitive information. Organize and maintain records used for reporting, evaluation, and continuous improvement. Troubleshooting & Application Support Research user issues thoroughly, replicating problems, identifying root causes, and documenting findings according to established protocols. 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. Keep foundational knowledge of college access, admissions, financial aid, and enrollment processes to ensure accurate and complete responses. Stakeholder Engagement & Cross‑Team Collaboration Collaborate with agency staff, higher education partners, and external stakeholders on assigned tasks and special projects. Cross‑train 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‑centred support. Identify recurring issues, trends, or opportunities for improvement in user experience or system functionality to support program evaluation. Participate in knowledge‑sharing, team meetings, and cross‑functional coordination to support the broader goals of the Division. Knowledge, Skills, and Abilities Knowledge 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. Skilled in oral and written communication. Skill in troubleshooting, documenting steps, and identifying user needs. Skill in using technology and industry best practices to meet customer service goals. 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 communicate clearly, professionally, and effectively in writing, including explaining technical or complex processes or resolving issues for customers in a 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 when handling sensitive information and apply FERPA standards appropriately at all times. 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. Required Minimum Education and Experience High‑school graduation or successful completion of the GED. Bachelor’s degree from an accredited college or university, or equivalent professional experience substituted on a year‑by‑year basis. At least two (2) years of full‑time experience in help desk, technical support, customer support, or direct‑service higher education advising, admissions, or financial aid support services. Experience using a customer relationship management (CRM) system, help desk platform, or similar case management tool. Experience working with confidential data and personally identifiable information (PII). Preferred Qualifications Bachelor’s degree in education, communications, English, public administration, information systems, computer science, or a related program of study. Experience working with Salesforce. Experience working with the ApplyTexas system (Applicant, Counselor, and Admin portals). Experience providing written customer support or working in another writing‑intensive role. Experience with technical troubleshooting and account management. Experience with developing, editing, or maintaining knowledge base or help center documentation. Physical Requirements and/or Working Conditions Strong, reliable internet connection and dedicated remote workspace free from distractions. Frequent use of personal computers, copiers, printers, and telephones. Regular, reliable, and punctual attendance at work. Frequent sitting and extensive use of repetitive hand/finger motions while using the computer. Frequently working under deadlines, as a team member, and in direct contact with others. Workforce Demonstrate knowledge of customer service deliverables. Show flexibility and adaptability toward changes in assignments and work schedules, working extended hours as necessary. Adhere to the organization’s internal management policies and procedures. Contribute to the agency’s performance measures and mission. Equal Opportunity Employer The Texas Higher Education Coordinating Board is an Equal Opportunity Employer. The Board does not discriminate on the basis of race, color, religion, sex, national origin, age, or disability in employment or the provision of services. Veterans Information The Board is committed to hiring Veterans. Veterans seeking preference must provide a copy of FORM DD‑214 (Member #4) when submitting their application. Job Offer and Continuation of Employment Proof of education and experience listed on the application. Eligibility/authorization to work in the U.S. Satisfactory results from a pre‑employment criminal history background check. Compliance with the Selective Service Law for males ages 18‑25. NOTE: The Texas Higher Education Coordinating Board does not allow dual employment with other state of Texas agencies or institutions. #J-18808-Ljbffr Texas Higher Education Coordinating Board