Job Details
**Partner Support Specialist**
, our mission is to make education smarter and our communities stronger. We harness the collective power of more than 2,100 schools, colleges, and universities to uncover and apply proven practices and transformative insights. And since complex problems require multifaceted solutions, we work with each school differently to apply these insights through a customized blend of research, technology, and services. From kindergarten to college and beyond, EAB partners with education leaders, practitioners, and staff to accelerate progress and drive results across three key areas: enrollment management, student success, and institutional operations and strategy.
At EAB, we serve not only our partner institutions but each otherthat's why we are always working to make sure our employees love their jobs and are invested in their community. See how we've been recognized for this dedication to our employees by checking out our .
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**The Role in Brief:**
***Partner Support Specialist***
*This role is open to remote work for exceptional candidates.*
**Primary Responsibilities:**
* Gain knowledge and usability of EAB Starfish products and services, while providing daily Tier 1 support to our partner community.
* Provide timely, professional, and accurate responses to members who submit a question or issue via online portal, phone, or email.
* Responsible for partner communication and expectation setting through daily interactions.
* Enter all correspondence and necessary information related to a case into the Salesforce case management system.
* Troubleshoot technical and non-technical issues individually and with team members in order to perform root cause analysis, including the ability to identify and implement corrective and preventive measures.
* Identify product issue trends, mass issues, and known burning product issues
* Communicate resolution times and resolutions clearly to clients in a timely fashion
* Maintain a 2 hour or less average response time for clients
* Ensure high level of client satisfaction
* Follow team procedures and works with manager/director of Support Services to identify efficiencies in process to create exceptional service experience for partners.
* Track status of patch releases and new functionality through JIRA in order to communicate effectively with partners.
* Recommend initiatives geared toward support process improvement.
* Alert management and team members of at-risk accounts and critical product issues.
**Basic Qualifications:**
* Bachelors Degree or equivalent experience required.
* 1-2 years minimum of customer service/support experience required.
* Troubleshooting and problem solving skills are required.
* Demonstrated ability to remain calm in high stress situations and handle difficult clients/personalities.
* Demonstrated ability to build strong relationships with cross-office team members and leadership.
* Proven ability to manage multiple priorities while delivering high quality results.
* Collaborate effectively with others to identify and resolve issues.
* Ability to be flexible and agile when it comes to change process to enhance the client experience with the Support team.
* Ability to effectively communicate both oral and written with employees at all levels.
* Demonstrated critical thinking/problem solving skills and an ability to creatively solve complex issues.
* Able to work independently and autonomously.
* Proven customer service skills with a focus on attention to detail.
**Ideal Qualifications:**
* 2-4 years working in a corporate environment supporting a product or Software as a Solution (SaaS) preferred.
* Technical proficiency with online software products preferred.
* Excellent academic record.
* Proven ability to meet and exceed internal and external customer expectations.
* Proven ability to manage and troubleshoot basic technology platforms.
* Attention to detail.
* Solution-focused problem solving.
* Ability to handle multiple projects simultaneously.
* Experience developing personal organization tactics to meet business goals.
* Proven experience managing multiple, competing priorities.
* Discretion with sensitive material and communications.
**Benefits:**
Consistent with our belief that our employees are our most valuable resource, EAB offers a competitive and inclusive benefits package.
Medical, dental, and vision insurance; dependents and domestic partners eligible
401(k) retirement plan with company match
20+ days of PTO annually, in addition to paid firm holidays
Daytime leave policy for community service or fitness activities (up to 10 hours a month each)
Paid parental leave for birthing and non-birthing parents
Phase Back to Work program for employees returning from parental leave
Infertility treatment coverage and adoption or surrogacy assistance
Wellness programs including gym discounts and incentives to promote healthy living
Dynamic growth opportunities with merit-based promotion philosophy
Benefits kick in day one,
At EAB, we believe that to fulfill our mission to make education smarter and our communities stronger we need team members who bring a diversity of perspectives to the table and a workplace where each team member is valued, respected and heard.
To that end, EAB is an Equal Opportunity Employer, and we make employment decisions on the basis of qualifications, merit and business need. We dont discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.