Senior Support Analyst, PowerFAIDS
College Board - HMA
Location:
This is a remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). All CB employees are required to occasionally travel to meet in person for business purposes.
Role Type :
This is a full-time position
About the Team
The Financial Aid Programs and Services team at the College Board is a close knit, dedicated team of 27 people with a passion for higher education. The team is committed to providing exceptional tools and customer support to facilitate awarding over $10 billion in financial aid each year. In this position, you will work with a team of 7 responsible for PowerFAIDS onboarding, support, and training.
About the Opportunity
As a Senior Support Analyst, you ensure that users can effectively resolve issues and get the most out of PowerFAIDS, the leading standalone financial aid management system. You will play a key role in the direct support experience users have with the product, including troubleshooting complex issues, identifying root causes, and guiding customers to resolution. In this role you will diagnose and debug user-reported problems without predefined steps to follow, build strong relationships that drive customer retention, and contribute to training, documentation, and testing efforts that improve the product and user experience over time. Success in this role requires deep knowledge of PowerFAIDS, a robust understanding of financial aid administration, and the judgment to work through problems thoughtfully, escalating issues to the team when necessary.
In this role, you will:
Customer Support (70%)
Provide support services to PowerFAIDS users, maintaining our high standards for response and resolution times and high customer satisfaction.
Debug complex user problems by replicating and documenting client errors in-house, researching and identifying corrective actions, and reporting software anomalies to development.
Escalate issues where a resolution can't be reached, providing clear documentation of steps already taken so escalations move quickly.
Communicate clearly with customers throughout the resolution process, setting appropriate expectations on timing and next steps.
Build relationships with customers that help maintain high customer retention.
Software Testing, Training, & Documentation (20%)
Participate in software testing to ensure quality releases.
Participate in the design and delivery of customer-facing training materials, drawing on common support trends to identify training gaps.
Review release documentation for accuracy and clarity from a user's perspective.
Contribute to internal knowledge base articles and troubleshooting guides based on cases you've resolved.
Identify recurring or systemic issues and recommend product or documentation improvements to reduce future support volume.
Additional Responsibilities (10%)
Provide backup coverage for tasks owned by other support analysts when they are out.
Assist with the delivery of the annual PowerFAIDS User Group conference.
Stay current on Title IV regulatory changes and how they affect PowerFAIDS functionality and customer workflows.
About You
To qualify for this role, you must have:
A minimum of 4 years of experience in financial aid administration.
At least 2 years of experience working with PowerFAIDS.
A successful track record of hands-on troubleshooting and problem-solving experience, often reaching resolutions without having predefined steps to follow.
Strong customer service skills, including the ability to communicate clearly with both technical and non-technical audiences.
Deep working knowledge of Title IV regulations and financial aid processes and how they play out operationally in PowerFAIDS.
Experience serving as a go-to resource for colleagues (e.g., being the person others in the office turn to when they need help in PowerFAIDS).
Strong written and verbal communication skills, including…