Partner Support Specialist

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Partner Support Specialist

Company

EAB

Function

Professional Services

Level

Experienced

Location

Washington, Washington, D.C.

Job Summary

About EAB

At EAB, our mission is to make education smarter and our communities stronger. We work with more than 2,500 institutions to drive transformative change through data-driven insights and best-in-class capabilities. From kindergarten to college to career, EAB partners with leaders and practitioners to accelerate progress and drive results across five major areas: enrollment, student success, institutional strategy, data & analytics, and diversity, equity, and inclusion (DE&I). We work with each partner differently, tailoring our portfolio of research, technology, and marketing and enrollment solutions to meet the unique needs of every leadership team, as well as the students and employees they serve.

At EAB, we serve not only our partner institutions but each other—that's why we are always working to make sure our employees love their jobs and are invested in their communities. See how we've been recognized for this dedication to our employees by checking out our recent awards.

For more information, visit our Careers page.

The Role in Brief:

Technology Partner Support Specialist

This role is based in Washington, D.C.

Primary Responsibilities:

• Gain knowledge and usability of EAB products and services, while providing daily Tier 1 support to our partner community.
• Responsible for partner communication and expectation setting through daily interactions involving data issues and change requests.
• Troubleshoot technical and non-technical issues in order to perform root cause analysis, including the ability to identify and implement corrective and preventive measures.
• Work with Tier 2 and Tier 3 Engineers, Business Analyst, and Data Integration Services, and/or Product teams to identify root cause and provide resolution on individual support tickets.
• Partner closely with Partner Success teams to provide technical support for assigned partners.
• Develop presentation and report deliverables for both internal and external customers.
• Track status of specific support tasks and projects using Salesforce platform.
• Track status of patch releases and new functionality through JIRA in order to communicate effectively with partners.
• Execute ad hoc special projects for Performance Technologies and/or Agency Services delivery teams, supporting the departments strategic priorities.
• Participate in user acceptance testing related to resolved defects and new functionality.
• Recommend initiatives geared toward support process improvement.
• Perform administrative functions related to support delivery, including: tracking support requests, completing paperwork, scheduling appointments, and generating documentation

Basic Qualifications:

• High school diploma or Associates' degree and/or IT certification
• 2+ years of professional experience
• 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
• Experience working with Excel and aptitude to learn advanced Excel functionality

Ideal Qualifications:

• Bachelor’s degree
• Excellent academic record
• Ability to collaborate with others for process, product, and service improvement
• Ability to communicate clearly and effectively to a variety of audiences
• 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
• Commitment to valuing diversity, practicing inclusive behaviors, and contributing to an equitable working and continual learning environment in support of EAB’s DE&I Promise

If you’ve reached this section of the job description and are unsure of whether to apply, please do! At EAB, we welcome diversity of background and experience. We would encourage you to submit an application if this is a role you would be passionate about doing every day.

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, see the full details here.

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 are committed to fostering 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 don’t 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 co

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