What You Bring** **Required** + Customer support experience with a demonstrated record of exceptional service + Project management experience with the ability to manage competing priorities + Experience providing training to end users + At least 2 years of industry experience working in Financial Aid, Scholarships and/or HR + Proficiency in Microsoft Office products, especially Excel + Strong analytical skills and technical orientation, including experience with Web Forms and the Internet + High systems acumen including technical troubleshooting + Demonstrated, effective follow-through and exceptional customer service skills (friendly, courteous, helpful, and patient) + Excellent prioritization, organization, and time management skills to manage conflicting priorities and consistently meet deadlines + Strong initiative to complete tasks and objectives independently + Ability to work in a fast-paced environment and effectively lead change + Demonstrated excellence in oral and written communication + Comfortable working knowledge of Internet system development and associated processes + Ability to work as a team player and establish good rapport with co-workers **Preferred** + Familiarity with SaaS products in the higher education sector + Experience with ticketing or CRM systems + Background in client-facing implementation or onboarding **How We Work** We're about 30 people total across development, support, install, and sales. **What You'll Do** **Client Support** + Provide responsive, high-quality customer support for assigned Next Gen Web Solutions products + Perform software-related issue research, troubleshooting, and timely follow-up + Work with clients to help them adopt new features and functionality + Identify client pain points and communicate insights to the Product Manager **Training** + Provide ongoing client training on product features and workflows + Clearly and effectively instruct non-technical customers with diverse backgrounds in the use of complex software + Develop familiarity with each client's specific use case to tailor training accordingly **Cross-Functional Collaboration** + Provide support to Sales and Product Management + Relay client feedback and patterns to the product team to inform roadmap decisions + Partner with colleagues to continuously improve support processes and documentation **Position Details** + Location: Fully Remote + Preferred Hours: 10:00 AM - 6:00 PM EST + Salary Range: $45,000 - $60,000 **What Makes You Great at This** You are patient, organized, and genuinely enjoy helping people solve problems.