Role Overview
The ApplyTexas Help Desk Agent provides high-quality, timely customer support to users of the ApplyTexas system, including students, families, counselors, higher education institutions, and community partners. The position responds to inquiries through the ApplyTexas Help Desk platform, maintains accurate documentation, and ensures all responses to user inquiries reflect agency standards for accuracy, clarity, and user-centered service.
What You Will Do
Provide high-quality, empathy-first written communication to ApplyTexas users, manage and prioritize assigned support cases, deliver support to users through multiple mediums, maintain accurate and thorough documentation of actions taken on assigned cases, contribute to the development and maintenance of the ApplyTexas customer service knowledge base, and participate in required trainings, quality reviews, and professional development.
Why It Might Be a Fit
This role requires excellent verbal and written communication skills, an understanding of both technical and policy-related issues, and the ability to exercise sound judgment and discretion when applying relevant policies and procedures. The position also requires the ability to maintain confidentiality when handling sensitive information and apply FERPA standards appropriately at all times.
Requirements
- Graduation from an accredited high school or successful completion of the General Education Development test (GED)
- 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)
Benefits
- Reliable internet access and a dedicated workspace
- Frequent use of personal computers, copiers, printers, and telephones
- Regular, reliable, and punctual attendance at work
- Frequent sitting
- Flexible work schedule and occasional travel for team meetings or training
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