Client Support Analyst - ZAP Solutions

Banyan Software • Virginia, USA, VA

3h • $65,000 - $75,000 • Remote

About The Position

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

Working with clients, internal teams, and developers, the 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.

Requirements

• 5 to 7 years of experience, ideally in Ed-Tech.
• Ability to work EST.
• 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.

Nice To Haves

• Experience with software support, systems analysis, implementation, quality assurance, or technical client services.
• Experience with school admissions processes or educational technology.

Responsibilities

• Build client relationships, respond to questions, troubleshoot issues, manage requests, and communicate progress and resolutions.
• Evaluate and implement routine to moderately complex configuration changes based on client needs, and test and document changes.
• Gather requirements, create and manage development tickets, collaborate with developers, track progress, and validate completed work.
• Test configuration changes, development updates, and system releases to identify defects and confirm functionality meets expectations.
• Maintain accurate client-specific documentation covering configurations, workflows, business rules, and system changes.
• Work with Client Success, technical and implementation teams, and developers to resolve issues, improve processes, and coordinate complex client needs with appropriate team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed