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 1 Liberty Plaza in New York City but we largely work
remotely.
Our admissions platform is always evolving and we're also creating new
solutions to match students with educational opportunities.
Do you love technology and have a soft spot for academia? We’d love to hear
from you.
The Opportunity
As a Client Support Manager, you will be part of our team of first responders
for all questions from our users. This would mean helping to answers questions
but also helping us to shape the product. 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 3+ year commitment. This is a chance to
see how a start-up works and we can adapt your role over time based on your
interests in product management, business development, or other areas.
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 interaction with clients and students
who reach out for help. Depending on your experience and comfort level, we may
ask you to help coordinate tasks across a couple other team members who also
assist with support. Since you’ll be the one to help escalate issues to our
tech team if needed, we’d look for someone who is able to monitor email and
slack (checking at least once daily after EOB on weekdays) during non-business
hours.
1-2 hours of application testing to help verify coding updates, including
fixes for issues surfaced by users through support duties. Additional time
might be spent ensuring application stability, and recommending product
enhancements based on issues encountered and resolved with users.
1-2 hours of technical support work, helping to configure applications in JSON
(if you are open to learning something technical, we could teach you how to do
this)
* 1 hour of project-based work based on current business activities such as business development, based on the candidate’s interests and background
The Candidate
We 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 requirements:
Undergraduate degree (since we support college admissions teams )
3+ years of work experience.
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.
(We've had wonderful candidates before who have had no technical knowledge and
been a wonderful success!)
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.
Embark focuses on Internet, Education, Software, Higher Education, and
University And Educational Institutions. Their company has offices in New York
City and New York. They have a small team that's between 11-50 employees.
You can view their website at <http://www.embark.com>
