Client Support Analyst - ZAP Solutions

Client Support Analyst

Department: Client Success

Reports to: Technical Analyst Manager

Role Type: Full-time (Monday to Friday)

ZAP Solutions is the higher education technology partner trusted by 175+ medical and graduate programs across the US, Canada, and Australia. Our integrated suite - AMP, AMP Mobile, SAMS, and AMP AI - supports every stage of the student journey, from admissions and enrollment to advising and beyond. We build technology that grows with your program, and we're just getting started.

Position Summary

The Client Support Analyst serves as a primary point of contact for an assigned portfolio of school clients, helping ensure their admissions systems meet their operational needs. This role combines client relationship management, system configuration, development request coordination, quality assurance, and documentation.

Working closely with clients, internal teams, and developers, the Client Support Analyst investigates issues, implements system improvements, manages requests from submission through resolution, and tests system changes to ensure reliable functionality. The role requires strong communication, analytical thinking, attention to detail, and the ability to manage multiple priorities.

Key Responsibilities

• Client Support: Build strong client relationships, respond to questions, troubleshoot issues, manage requests, and communicate progress and resolutions.
• System Configuration: Evaluate and implement routine to moderately complex configuration changes based on client needs, ensuring changes are tested and documented.
• Development Coordination: Gather requirements, create and manage development tickets, collaborate with developers, track progress, and validate completed work.
• Quality Assurance: Test configuration changes, development updates, and system releases to identify defects and confirm functionality meets expectations.
• Documentation: Maintain accurate client-specific documentation covering configurations, workflows, business rules, and system changes.
• Cross-Functional Collaboration: Work with Client Success, technical and implementation teams, and developers to resolve issues, improve processes, and coordinate more complex client needs with the appropriate team members.

Qualifications & Skills

• 5 to 7 years of experience (ideally in Ed-Tech)
• Can work EST
• Be fully remote
• Strong client service, communication, and relationship-building skills.
• Analytical and problem-solving abilities, with attention to detail.
• Strong organizational skills and the ability to manage multiple requests and deadlines.
• Ability to learn complex systems and understand how configuration changes affect client workflows.
• Ability to gather requirements, document technical needs, and coordinate work across teams.
• Experience with software support, systems analysis, implementation, quality assurance, or technical client services preferred.
• Experience with school admissions processes or educational technology is a plus.

Salary is $65,000 to $75,000 USD Annually