"Eagle Online Customer Support Agent"

JOB SUMMARY

Interacts with faculty and students to provide informational and technical support for online classes.

Collaborates with other Eagle Online customer support agents and staff members to provide the best solution for the customer.

Follows the established customer service and support policies and procedures for HCC Online.

ESSENTIAL FUNCTIONS

• Provide college-wide information and customer service to current, prospective, and returning students and faculty.
• Manage inbound and outbound communications to include Eagle Online class related issues.
• Assist students with processes and procedures related to taking online classes (books, testing, session dates, etc. ).
• Assist students with accessing on-line resources (i.e. HCC Learning Web, PeopleSoft Students Accounts, Calendars, Eagle Online class schedules).
• Provide assistance to the faculty with Eagle online technical issues, course backups, imports, and cross-listings, assignment uploads, and grade book solutions.
• Provide recommendations to enhance the overall on-line class experience.
• Provide technical assistance to faculty and students with the required HCC Online Class Orientation(s).
• Interact with other Eagle Online helpdesk agents to research technical problems and provide resolution for users.
• Process all Eagle Online Helpdesk work order requests and troubleshooting service issues over the telephone with users.
• Provide frequent feedback and updates to maintain the knowledge base.
• Assist with event management planning, planned service outages, and Eagle Online upgrades.
• Provide after hour, weekend and holiday support as required by the needs of the business.
• Perform other duties, tasks and assignments as required.

QUALIFICATIONS

Education & Experience

• Associates degree required
• 3 years experience in customer service and/or high volume call center setting and learning management systems required
• Higher education experience preferred

Licensing & Certification

• Valid Texas Driver License

Special Skills

• MS Office Programs
• Information Management Systems
• Learning Tools Interoperability

Competencies

• Delivering High Quality Work
• Accepting Responsibility
• Serving Customers
• Supporting Organizational Goals
• Driving Continuous Improvement
• Acting with Integrity
• Thinking Critically
• Managing Change
• Communicating Effectively

Working Conditions

General Office. Must be able to perform all job requirements with or without reasonable accommodations; remain in a stationary position during shift; move items weighing up to 25 pounds; position self to operate job equipment; apply established protocols in a timely manner. Must access, input and retrieve information from technology devices; communicate with others to accomplish job requirements. May be required to work after hours to include weekends and holidays.

SECURITY SENSITIVE:
This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215

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