Senior Support Analyst, PowerFAIDS

Job not on LinkedIn

🔥 43 minutes ago

🇺🇸 United States – Remote

💵 $56k - $95k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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The College Board

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1900

📚 Education

🤝 Non-profit

Education • Non-profit

The College Board is a mission-driven, not-for-profit organization dedicated to promoting excellence and equity in education. It connects students to college success and opportunity by supporting them in building essential skills for higher education and removing barriers to access. The College Board operates with a focus on respect, diversity, inclusion, and collaboration, with a diverse and dedicated team of professionals. Based in several locations across the United States, they strive to modernize operations and increase their digital footprint, supporting students and families nationwide.

📋 Description

• Provide support services to PowerFAIDS users while meeting response, resolution-time, and customer-satisfaction standards • Debug complex user problems by replicating and documenting errors, researching corrective actions, and reporting software anomalies to development • Escalate unresolved issues with clear documentation of completed troubleshooting steps • Communicate with customers throughout the resolution process and set expectations for timing and next steps • Build customer relationships that support high customer retention • Participate in software testing to ensure quality releases • Design and deliver customer-facing training materials based on support trends and training gaps • Review release documentation for accuracy and clarity from a user perspective • Contribute to internal knowledge-base articles and troubleshooting guides • Identify recurring or systemic issues and recommend product or documentation improvements • Provide backup coverage for other support analysts • Assist with the annual PowerFAIDS User Group conference • Stay current on Title IV regulatory changes and their impact on PowerFAIDS functionality and customer workflows

🎯 Requirements

• Minimum 4 years of experience in financial aid administration • At least 2 years of experience working with PowerFAIDS • Hands-on troubleshooting and problem-solving experience, often without predefined steps • Strong customer service skills and clear communication with technical and non-technical audiences • Deep working knowledge of Title IV regulations and financial aid processes as applied in PowerFAIDS • Experience serving as a go-to PowerFAIDS resource for colleagues • Strong written and verbal communication skills • Ability to diagnose root causes rather than symptoms • Ability to manage multiple open issues and prioritize by urgency • Ability to work independently and exercise sound judgment • Authorization to work in the United States • Passion for expanding educational and career opportunities and mission-driven work • Curiosity and enthusiasm for emerging technologies, including AI-driven solutions • Learner’s mindset and commitment to growth • Drive for impact and excellence • Collaborative and empathetic approach • SQL experience, particularly query writing, is a differentiator but not required • Experience training or onboarding colleagues on PowerFAIDS or financial aid processes is a differentiator but not required • Experience maintaining documentation, process guides, or training materials is a differentiator but not required

🏖️ Benefits

• Fully remote or hybrid work option for candidates living near College Board offices (hybrid Tuesday and Wednesday in office) • Occasional travel to meet in person for business purposes • Comprehensive compensation and benefits package • Overtime pay eligibility for hours worked over 40 per week • Location-adjusted salaries • Supportive team and meaningful career at a self-sustaining nonprofit