Solutions Center Analyst - US Based Remote Opportunity

ABOUT US

Do you have a passion for higher education? Do you want to make a positive impact on the college admissions process? Our staff help to remove barriers and encourage students to forge their path to a better future. Common App is a national not-for-profit organization dedicated to the pursuit of access, equity, and integrity in the college admission process. Each year we support more than 1 million students, one-third of whom are first-generation, as they apply to our more than 1100 diverse member colleges & universities using the Common App's free online application. 

If you have experience providing technical support and strong customer service skills and want to be part of a mission-driven non-profit that uses innovative technology to advance the college admission process, Common App may be a great match for you. Common App is currently searching for a Solutions Center Analyst.

RESPONSIBILITIES

This position supports the Solutions Center by working with a team of outgoing and exuberant support professionals within a 24/7, high-volume (125,000 help requests in a calendar year), multi-channel support center.  The Common App Solutions Center provides timely, mission-critical support for students, recommenders and Common App member institutions via online tools.  The Solutions Analyst also has the opportunity to actively work on documentation and provide feedback to the web-based product to help improve the system for future years and plays an integral role in preparing Common Application members for the new application launch each year.  As needed, the position assists in all department activities as related to the position and will be able to and expected to seamlessly move back and forth in between all constituent groups that interact with the Solutions Center.

QUALIFICATIONS

This role requires:

• Candidates must live in the United States.
• Bachelor's degree from 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 jobs. Technical support experience and strong customer focus approach. 
• Must be willing to work one of the available shifts:
• Sunday-Thursday 12pm-9pm
• Sunday-Thursday 1pm-10pm
• Tuesday-Saturday 12pm-9pm
• Tuesday-Saturday 1pm-10pm.
• Strong verbal and written communication and listening with the ability to adjust messages and explain technical concepts appropriately to their audiences.
• Must possess outstanding organizational skills, keen attention to detail, and the ability to successfully manage support requests to completion.
• Must be a quick learner in order to understand new technology and communicate technical concepts to different audiences while paying special attention to detail.
• Must work effectively in a collaborative, team-oriented environment while also being a strong individual contributor.
• Professional demeanor and positive attitude.
• Must have a working knowledge of Microsoft Office. Experience with Salesforce, Acuity Scheduling, and Google Suite. 

The ideal candidate will possess:

• A passion for higher education

PAY RANGE

$46,000 - $49,000

Common App is a virtual first environment. We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive salary and an extensive benefits package including: 

• Work-Life balance
• Virtual-first office
• Paid Time Off (PTO)
• Seven company-wide holidays
• Nine floating holidays*
• Sick leave
• Monthly mental health day

*floating holidays prorated depending on start date

• Virtual-first support
• Choice of PC of MAC laptop
• May choose an external monitor, keyboard, mouse, and/or headset
• One-time office set-up stipend
• Monthly remote work stipend
• Monthly mobile stipend
• Financial security
• Market-based salaries
• Performance-based bonus
• 403(b) retirement plan
• 5% company contribution
• additional 5% company match
• 3-year vesting schedule
• Participation may begin immediately
• Health & wellness
• Choice of two health insurance plans
• Health Savings Account, depending on health plan selection
• Medical Flexible Savings Account, depending on health plan selection
• Vision insurance
• Dental insurance
• Insurance coverage begins on the date of hire
• Dependent Care Flexible Spending Account
• Maven virtual clinic for women’s and family health
• Company provided life and ad&d insurance
• Opportunity to purchase additional life insurance for self, spouse, and dependents
• Company provided short and long-term disability insurance
• Career development
• Budgeted annual funds for professional development
• Growth opportunities within the company
• Additional perks
• Mutual of Omaha Employee Assistance Program
• Mutual of Omaha will preparation services
• Mutual of Omaha travel assistance
• Payroll dedication pet insurance through PinPaws
• 1Password family account

We work to maintain the best possible environment for our staff, where people can learn and grow. We strive to provide a diverse, collaborative, team-oriented, creative environment where each person feels encouraged to contribute to our processes, decisions, planning, and culture.

HOW DO I APPLY

To apply for this opportunity, send your resume and cover letter with salary expectations.

PROTECTING YOUR PERSONAL INFORMATION:

During the recruiting process, please note that Common App will never:

• Provide a job offer without an interview
• Ask for payment to process documents, purchase equipment or for any other reason
• Request banking or credit card information
• Direct you to third-party services to obtain visas or other documentation

As we work alongside you through our recruitment process, please remain alert and never provide financial information or payment to anyone claiming to offer a job opportunity.

If you believe you’re a victim of a job scam, report it to the Federal Trade Commission (FTC) or your state attorney general. To learn more about job scams, read the FBI’s public service announcement or visit the FTC site.