Solutions Center Analyst - US Based Remote Opportunity

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: $46,000 - $49,000

Common App is a national not-for-profit organization dedicated to the pursuit of access, equity, and integrity in the college admission process. We support over 1 million students annually, many of whom are first-generation, in their college applications to over 1100 member institutions. We are seeking a Solutions Center Analyst to join our mission-driven team, utilizing innovative technology to advance the college admission process.

Responsibilities

• Support the Solutions Center in a 24/7, high-volume, multi-channel environment, handling approximately 125,000 help requests annually.
• Provide timely, mission-critical support to students, recommenders, and member institutions via online tools.
• Contribute to documentation and provide feedback on the web-based product to improve the system.
• Play an integral role in preparing Common Application members for the new application launch each year.
• Assist in all department activities as related to the position.
• Seamlessly move between supporting different constituent groups interacting with the Solutions Center.

Requirements

• Candidates must reside in the United States.
• Bachelor's degree from a four-year college or university, or an equivalent combination of education and experience.
• 0-2 years of successful experience in Help Desk, customer service, or technical support roles.
• Proven technical support experience and a strong customer focus.
• Willingness to work one of the following shifts:
  • Sunday-Thursday 12pm-9pm
  • Sunday-Thursday 1pm-10pm
  • Tuesday-Saturday 12pm-9pm
  • Tuesday-Saturday 1pm-10pm
• Strong verbal and written communication and listening skills, with the ability to adapt messages and explain technical concepts to various audiences.
• Outstanding organizational skills, keen attention to detail, and the ability to manage support requests to completion.
• Ability to learn new technology quickly and communicate technical concepts effectively.
• Ability to work effectively in a collaborative, team-oriented environment while also being a strong individual contributor.
• Professional demeanor and positive attitude.
• Working knowledge of Microsoft Office.
• Experience with Salesforce, Acuity Scheduling, and Google Suite is preferred.
• A passion for higher education is ideal.

Benefits

• Virtual-first office environment.
• Work-Life balance.
• Paid Time Off (PTO), seven company-wide holidays, and nine floating holidays (prorated based on start date).
• Sick leave and a monthly mental health day.
• Virtual-first support.
• Choice of PC or Mac laptop.
• Option for an external monitor, keyboard, mouse, and/or headset.
• One-time office set-up stipend.
• Monthly remote work stipend.
• Monthly mobile stipend.
• Market-based salaries and performance-based bonuses.
• 403(b) retirement plan with a 5% company contribution.