Embark Corp.
Senior Support Specialist
Embark Corp., Palo Alto, California, United States, 94306
About Our Company
Since 1995, Embark has been the leading provider of online application and admissions software to colleges, universities, and fellowship programs around the world. To date, we've powered more than 15 million student applications to clients including Harvard, Stanford, NYU, and the Rhodes Scholarships. Our headquarters are in 3 World Trade Center in New York City.Our admissions platform is always evolving and we're also creating new solutions to match students with educational opportunities. Most recently, we’ve been helping students apply for federal aid so we can help them access a college education.Do you love technology and have a soft spot for academia? We’d love to hear from you.The Opportunity
As a senior support specialist, you will be part of our team of first responders for all technical questions from our users. You may be asked to investigate a possible software error or you may need to provide training on proper system use. Your job will be to listen to our users, separate true technical issues from simple user error, and explain to others how to fix problems. We’d love for you to develop an on-going relationship with our clients, and are looking for a candidate who is looking for a 5+ year commitment.The balance of activities can vary during the application season, but a rough daily balance could be approximately:2-3 hours of email, phone or video call support work and training to answer questions from administrators, as well as users who call in for help.1-2 hours of application testing to help verify coding updates, including fixes for issues surfaced by users through support duties.1-2 hours of technical support work, helping to configure applications in JSON (if you have some familiarity with JavaScript, we could teach you how to do this).The CandidateWe need someone who is able to quickly analyze problems, create solutions, and provide efficient and diplomatic responses to our users. While a computer science background is not required, you will need to quickly learn the capabilities of our software suite and master their use.You will be helping a variety of people from experts to beginners, so you should possess a friendly attitude, a well-organized approach to problem solving, and patience.Qualifications and requirementsUndergraduate degree (since we support college admissions teams). 4+ years of experience in a customer-facing technical support role. Excellent written communication skills and high attention to detail. Friendly demeanor that is motivated towards helping others solve problems. Comfortable with analyzing and troubleshooting software problems. Basic competency with Microsoft Office, Excel and Powerpoint.Preferred Skills (not required, but helpful)Familiarity with ticket management software like Zendesk and JIRA or a willingness to learn. Basic knowledge of HTML, Database structures, website development, and SQL or a strong interest to learn.The Reward
Full health and dental benefits. Our work environment is casual but fast-paced and a position at our firm is as challenging and fulfilling as any within the technology sector.
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Since 1995, Embark has been the leading provider of online application and admissions software to colleges, universities, and fellowship programs around the world. To date, we've powered more than 15 million student applications to clients including Harvard, Stanford, NYU, and the Rhodes Scholarships. Our headquarters are in 3 World Trade Center in New York City.Our admissions platform is always evolving and we're also creating new solutions to match students with educational opportunities. Most recently, we’ve been helping students apply for federal aid so we can help them access a college education.Do you love technology and have a soft spot for academia? We’d love to hear from you.The Opportunity
As a senior support specialist, you will be part of our team of first responders for all technical questions from our users. You may be asked to investigate a possible software error or you may need to provide training on proper system use. Your job will be to listen to our users, separate true technical issues from simple user error, and explain to others how to fix problems. We’d love for you to develop an on-going relationship with our clients, and are looking for a candidate who is looking for a 5+ year commitment.The balance of activities can vary during the application season, but a rough daily balance could be approximately:2-3 hours of email, phone or video call support work and training to answer questions from administrators, as well as users who call in for help.1-2 hours of application testing to help verify coding updates, including fixes for issues surfaced by users through support duties.1-2 hours of technical support work, helping to configure applications in JSON (if you have some familiarity with JavaScript, we could teach you how to do this).The CandidateWe need someone who is able to quickly analyze problems, create solutions, and provide efficient and diplomatic responses to our users. While a computer science background is not required, you will need to quickly learn the capabilities of our software suite and master their use.You will be helping a variety of people from experts to beginners, so you should possess a friendly attitude, a well-organized approach to problem solving, and patience.Qualifications and requirementsUndergraduate degree (since we support college admissions teams). 4+ years of experience in a customer-facing technical support role. Excellent written communication skills and high attention to detail. Friendly demeanor that is motivated towards helping others solve problems. Comfortable with analyzing and troubleshooting software problems. Basic competency with Microsoft Office, Excel and Powerpoint.Preferred Skills (not required, but helpful)Familiarity with ticket management software like Zendesk and JIRA or a willingness to learn. Basic knowledge of HTML, Database structures, website development, and SQL or a strong interest to learn.The Reward
Full health and dental benefits. Our work environment is casual but fast-paced and a position at our firm is as challenging and fulfilling as any within the technology sector.
#J-18808-Ljbffr