Client Support Analyst
New
Z
ZAP SolutionsHigher education technology
Location: Virginia, USA; Be fully remote, Can work ESTFull-TimeMiddle
Salary65,000 - 75,000 USD per year
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Job Details
- Experience
- 5 to 7 years of experience
- Required Skills
- Quality AssuranceTroubleshootingClient relationship management
Requirements
- 5 to 7 years of experience, ideally in Ed-Tech.
- Be able to work EST.
- Strong client service, communication, and relationship-building skills.
- Analytical and problem-solving abilities, with attention to detail.
- Strong organizational skills and the ability to manage multiple requests and deadlines.
- Ability to learn complex systems and understand how configuration changes affect client workflows.
- Ability to gather requirements, document technical needs, and coordinate work across teams.
- Experience with software support, systems analysis, implementation, quality assurance, or technical client services is preferred.
- Experience with school admissions processes or educational technology is a plus.
Responsibilities
- Build client relationships, respond to questions, troubleshoot issues, manage requests, and communicate progress and resolutions.
- Evaluate and implement routine to moderately complex configuration changes based on client needs.
- Test and document configuration changes.
- Gather requirements, create and manage development tickets, collaborate with developers, and track progress.
- Validate completed development work.
- Test configuration changes, development updates, and system releases to identify defects and confirm functionality.
- Maintain client-specific documentation for configurations, workflows, business rules, and system changes.
- Collaborate with Client Success, technical and implementation teams, and developers to resolve issues and coordinate complex client needs.
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