What are the responsibilities and job description for the Specialist, Eagle Online position at HCC Careers?
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
- Associate’s degree required
- 3 years experience in customer service and/or high volume call center setting and learning management systems required
- Higher education experience preferred
- Valid Texas Driver License
- MS Office Programs
- Information Management Systems
- Learning Tools Interoperability
- Delivering High Quality Work
- Accepting Responsibility
- Serving Customers
- Supporting Organizational Goals
- Driving Continuous Improvement
- Acting with Integrity
- Thinking Critically
- Managing Change
- Communicating Effectively
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
The Organization
Houston Community College (HCC) is composed of 14 Centers of Excellence and numerous satellite centers that serve the diverse communities in the Greater Houston area by preparing individuals to live and work in an increasingly international and technological society. HCC is one of the country’s largest singly-accredited, open-admission, community colleges offering associate degrees, certificates, workforce training, and lifelong learning opportunities.
The Team
Play a central role at HCC as you keep our everyday operations running like clockwork. You’ll get the chance to make things happen and work closely with inspiring leaders across different parts of the institution. Whether your role is supportive, administrative, financial or something else, you’ll be part of a dynamic team that not only provides HCC students with cutting-edge academic and career tools, it also takes care of its people.
Location
Houston is a city with limitless possibilities:
- Fourth-largest city in the U.S. and home to 54 Fortune 500 companies, second only to New York City’s 55.
- Approximately 145 languages are spoken here.
- Overall after-taxes living costs are 5.6 percent below the average for all 308 urban areas recently surveyed.
- Houston is a major-league sports town, and don’t forget the annual Houston Livestock Show & Rodeo.
- The weather is great! Mild winters ensure that outdoor activities can be enjoyed year-round.
- World-renowned medical care. The Houston metro area has long been known for its first-rate healthcare system, with many Houston area hospitals consistently ranking among the nation’s top institutions.
- With over 150 museums and cultural institutions in the Greater Houston area, museums are a large part of Houston’s cultural scene.
- Houston is the Culture & Culinary Capital of Texas with more than 7,500 restaurants and eating establishments covering 60 cuisines.
If this sounds like the role for you and you’re ready to join an amazing team, please apply right away.
EEO Statement
Houston Community College does not discriminate on the bases of race, color, religion, sex, gender identity and expression, national origin, age, disability, sexual orientation or veteran’s status. The following person has been designated to handle inquiries regarding the non-discrimination policies:
Sandra B. Jacobson, J.D., M.Ed., SHRM-SCP, Director EEO/Compliance, Title IX Coordinator
Office of Equal Opportunity and Title IX
PO Box 667517
Houston TX, 77266
713 718.8271 or hcc.oeotix@hccs.edu
HCC values its employees and their contributions, promotes opportunities for their professional growth and development, and provides a positive working and learning environment that encourages involvement, innovation, and creativity.
Individuals with disabilities, who require special accommodations to interview, should contact (713) 718-8565.