Client Support Manager

About Our Company

Since 1995, Embark has been the leading provider of online application and admissions software to colleges, universities, and fellowship programs around the world. To date, we've powered more than 16 million student applications to clients including Harvard, Stanford, NYU, and the Rhodes Scholarships. Our headquarters are in 1 Liberty Plaza in New York City but we largely work remotely.

Our admissions platform is always evolving and we're also creating new solutions to match students with educational opportunities.

Do you love technology and have a soft spot for academia? We’d love to hear from you.

The Opportunity

As a Client Support Manager, you will be part of our team of first responders for all questions from our users. This would mean helping to answers questions but also helping us to shape the product. You may be asked to investigate a possible software error or you may need to provide training on proper system use. Your job will be to listen to our users, separate true technical issues from simple user error, and explain to others how to fix problems. We’d love for you to develop an on-going relationship with our clients, and are looking for a candidate who is looking for a 3+ year commitment. This is a chance to see how a start-up works and we can adapt your role over time based on your interests in product management, business development, or other areas.

The balance of activities can vary during the application season, but a rough daily balance could be approximately:

2-3 hours of email, phone or video call interaction with clients and students who reach out for help. Depending on your experience and comfort level, we may ask you to help coordinate tasks across a couple other team members who also assist with support. Since you’ll be the one to help escalate issues to our tech team if needed, we’d look for someone who is able to monitor email and slack (checking at least once daily after EOB on weekdays) during non-business hours.
1-2 hours of application testing to help verify coding updates, including fixes for issues surfaced by users through support duties. Additional time might be spent ensuring application stability, and recommending product enhancements based on issues encountered and resolved with users.
1-2 hours of technical support work, helping to configure applications in JSON (if you are open to learning something technical, we could teach you how to do this)

• 1 hour of project-based work based on current business activities such as business development, based on the candidate’s interests and background

The Candidate

We need someone who is able to quickly analyze problems, create solutions, and provide efficient and diplomatic responses to our users. While a computer science background is not required, you will need to quickly learn the capabilities of our software suite and master their use.

You will be helping a variety of people from experts to beginners, so you should possess a friendly attitude, a well-organized approach to problem solving, and patience.

Qualifications and requirements:

Undergraduate degree (since we support college admissions teams )
3+ years of work experience.
Excellent written communication skills and high attention to detail.
Friendly demeanor that is motivated towards helping others solve problems.
Comfortable with analyzing and troubleshooting software problems.
Basic competency with Microsoft Office, Excel and Powerpoint.

Preferred Skills (not required, but helpful):

Familiarity with ticket management software like Zendesk and JIRA or a willingness to learn.
Basic knowledge of HTML, Database structures, website development, and SQL or a strong interest to learn.
(We've had wonderful candidates before who have had no technical knowledge and been a wonderful success!)
The Reward

Full health and dental benefits. Our work environment is casual but fast-paced and a position at our firm is as challenging and fulfilling as any within the technology sector.