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Description/Responsibilities

Provide programmatic and technical support for the AMP Admissions Management + Decision Support software solution and supporting products by managing client inquiries, troubleshooting performance issues and ensuring adherence to ZAP Solutions/Client policies and procedures.

The technical analyst / client care manager will possess the appropriate level of admissions/business acumen, while also having a deep-level of product expertise around the features, functionality and capabilities of the AMP software solution. Relatively speaking, the analyst is (typically) not a developer/technologist, but they are responsible for developing and managing project plans and priorities, and directing the software engineer assigned to configure/customize the AMP installations and provide on-going support needs.

The analyst serves as the client’s (primary) single point of contact with ZAP Solutions and they communicate with the admissions and IT teams via phone, email, IM and scheduled status calls throughout the term of the engagement.

Account Management:

Responds professionally, accurately, and expediently to inquiries from constituents and other key audiences via telephone, email, IM:

• Serve as primary point of contact between client teams (admissions + IT) and ZAP’s internal resources (software engineering team)
• Establishing rapport and maintaining on-going relationship with client
• Presenting positive organizational image
• Providing programmatic and technical support
• Clarifying questions or concerns, including identifying both needs and expectations
• Explaining complex business rules in audience-appropriate language
• Collecting information to aid in identifying causes to performance problems
• Documenting all inquiries and manage/prioritize requests (via OnTime system)

Contributes to quality customer service standards by accessing, interpreting, applying, and self-monitoring performance in accordance with departmental policies and procedures. Indentifies and assesses needs of clients and ancillary service groups, and provides appropriate support to satisfy those needs.

Troubleshooting and Diagnosing Technical Problems:

Provide extensive software support for AMP system and supporting products. Works with school admissions and technical staff to collect information and data to be used in troubleshooting software, hardware and performance issues. Analyzes information and data to diagnose cause and provide resolution.

Resource Management:

Participates in project workgroups. Recommends updates, changes, and improvements for AMP software and policies. Provides data for troubleshooting, general analysis and historical research aimed at enhancing service levels. Reviews and participates in the ongoing development and maintenance of procedure manuals and operational resources.

Training:

Provides software and policy training for schools via telephone ,webcast or in person.

Outreach:

Attends conferences and other national forums aimed at the graduate + medical school application process. Staffs booths in exhibit areas.

Requirements

Bachelor's degree required.

Experience in a customer oriented, technical support environment. Personal or professional experience with college admissions process and academia a plus.

Translate complex business rules into audience-appropriate language. Respond to public inquires in a multifaceted service environment. Establish immediate rapport with and project confidence to diverse audiences. Excellent oral and written communication skills. Ability to work well with team members and independently. Must be able to manage multiple priorities while maintaining a high-level of service and attention to detail. Projects a positive image for ZAP Solutions, Inc. (AMP), addresses public inquires diplomatically, demonstrates politically savvy independent judgment, and provides exemplary service.

Knowledge of Windows/MS Office/database environment. Knowledge of data transfer systems (FTP, XML etc.) and techniques for effectively navigating the web. Working knowledge of SQL.