Contact Center Support Specialist
: Job Details :

Who We Are: The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, patient care, and community collaborations conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of people everywhere. The AAMC strives to make a positive impact not only in your career, but in your life. We offer a comprehensive benefits package which features: •Significant employer 403(b) contribution•Public transportation subsidy•Generous paid time off program•Tuition reimbursement•Wellness programWhy us, why now?The Contact Center Support Specialist will serve as a customer advocate, providing high-quality assistance via phone, email, and computer to a wide range of AAMC audience members. The Support Specialist is responsible for providing the best customer experience to one or more of our key audiences: Pre-Meds, Medical Students, Residents, Member Institutions, Advisors, and Letter Authors. In this role, the Support Specialist will troubleshoot and provide the full spectrum of first-line support for a variety of web-based services and products used by the AAMC customers. The Support Specialist will recommend updates, and changes, and periodically perform user acceptance testing on various applications and resources associated with the services provided. As a self-motivated team player, you will collaborate with other business units daily to better support our audience.How will you make an impact?

• Respond timely to inquiries received regarding problem-solving, policies, procedures, training, and the interaction of the software applications with other organizations.
• Explain complex business rules in audience-appropriate language.
• Work with customers to understand and use new solutions.
• Demonstrate broad knowledge of AAMC services and policies.
• Contribute to the refinement and improvement of applications.
• Serve as mentor and role model regarding quality and other tasks for new and temporary staff.
• Participates in the ongoing development and maintenance of procedure manuals and other resources.
• Provides input into the development of resources that support clients.
• Contribute to quality service by assessing, interpreting, and applying department policies and procedures, self-monitoring performance, and incorporating feedback into daily routines.
• Troubleshoot minor technical issues and diagnose errors on various applications.
• Participates in specific tasks as requested

What you'll bring to the roleJob Qualifications:

• Minimum of a High School diploma is required / Bachelor's degree is preferred
• 2-4 years of related work experience in a Call Center and/or working in a customer-focused, metrics-based environment

Preferred Qualifications:

• Ability to type a minimum of 40+ wpm.
• Intermediate use and knowledge of Windows, MS Office Suite, and Web Applications.
• Knowledge of techniques for effectively navigating, uploading, and resolving issues when working with browser-based applications and the internet.
• Ability to resolve basic technical issues.
• Previous experience in solving application issues is preferred
• Familiarity with Salesforce or other CRM applications is a plus.

Remote Work EligibilityThis position is eligible for remote work in the contiguous USCompensation Grade Range and Mid-PointGrade Range:$38,400.00 - $64,000.00/ Grade Mid-Point:$51,200.00The above annual compensation range and mid-point are general guidelines. For candidates who meet the criteria, the AAMC's compensation philosophy is to target the midpoint of the salary range. Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate's work experience, education and training, as well as internal equity, market, and business considerations.If a bachelor's degree is required, related work experience may be substituted in some positions. One year of college course work at an accredited institution is equivalent to one year of related work experience.The Association of American Medical Colleges (AAMC) is an Equal Opportunity/Affirmative Action Employer. The AAMC is committed to the policy of an equal employment opportunity in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic.Please attach a resume as part of the application process. It is important that files DO NOT include periods ( . ) within the file name.BROWSER REQUIREMENTS: Applications must be submitted using Chrome, Mozilla Firefox, Safari, or Microsoft Edge.