Senior Support Analyst, PowerFAIDS

This is a fully remote position, open to applicants in United States.

📋 Description

• Offer support services to PowerFAIDS users while adhering to response time, resolution time, and customer satisfaction benchmarks.

• Troubleshoot complex user issues by replicating and documenting errors, researching solutions, and reporting software bugs to the development team.

• Escalate unresolved concerns with thorough documentation of the troubleshooting steps undertaken.

• Maintain communication with customers during the resolution process, setting expectations for timelines and subsequent actions.

• Cultivate customer relationships that enhance customer retention rates.

• Engage in software testing to guarantee high-quality releases.

• Create and deliver customer-facing training materials informed by support trends and identified training needs.

• Assess release documentation for precision and clarity from the user's viewpoint.

• Contribute to the internal knowledge base articles and troubleshooting resources.

• Recognize recurring or systemic challenges and suggest enhancements for products or documentation.

• Provide backup support for other analysts in the support team.

• Assist in organizing the annual PowerFAIDS User Group conference.

• Remain updated on Title IV regulatory changes and their effects on PowerFAIDS functionality and customer workflows.

⛳️ Requirements

• At least 4 years of experience in financial aid administration.

• Minimum of 2 years of experience with PowerFAIDS.

• Practical troubleshooting and problem-solving expertise, frequently without predefined processes.

• Excellent customer service abilities and effective communication skills with both technical and non-technical audiences.

• Extensive knowledge of Title IV regulations and financial aid processes as they relate to PowerFAIDS.

• Experience as a primary PowerFAIDS resource for colleagues.

• Strong written and verbal communication capabilities.

• Ability to identify root causes instead of merely addressing symptoms.

• Capacity to handle multiple concurrent issues and prioritize them based on urgency.

• Ability to work autonomously and make sound judgments.

• Authorization to work in the United States.

• Commitment to promoting educational and career opportunities through mission-driven work.

• Enthusiasm for emerging technologies, including AI-driven solutions.

• A mindset focused on learning and personal growth.

• A strong drive for impact and excellence.

• A collaborative and empathetic approach to teamwork.

• SQL experience, especially in query writing, is a plus but not mandatory.

• Experience in training or onboarding colleagues regarding PowerFAIDS or financial aid processes is a plus but not mandatory.

• Experience in maintaining documentation, process guides, or training materials is a plus but not mandatory.

🏝️ Benefits

• Fully remote or hybrid work options available for candidates residing close to College Board offices (hybrid work on Tuesday and Wednesday in office).

• Occasional travel for in-person business meetings.

• Comprehensive compensation and benefits package offered.

• Eligibility for overtime pay for hours worked beyond 40 in a week.

• Salaries adjusted based on location.

• Supportive team environment and a fulfilling career within a self-sustaining nonprofit organization.