Non-Technical Support Specialist II

Association of American Medical Colleges•Washington DC, DC

12d•Remote

About The Position

The AMCAS Medical School Relations (MSR) Customer Support Specialist II provides high-quality customer support to AAMC Member Medical School Institutions delivering timely resolution to user inquiries and providing guidance on complex policies and procedures. Leads onboarding activities for new member schools including participation and DES agreement negotiation support; conducting product demos; and explaining cyclical event timelines and medical school responsibilities to ensure that schools are well-positioned to effectively report and utilize AMCAS data. As the first line of direct communication with schools, builds strong and collaborative relationships across the membership. Conducts proactive outreach to members to help ensure member engagement, retention and loyalty by providing individualized sessions on AMCAS data and reports to maximize usage, gathers feedback to better understand the changing needs of our medical schools, and provides insights to AMCAS leadership to inform admission’s policies and service improvements. Serves as a subject matter expert on AMCAS products and tools developed in support of AAMC member medical schools. Refers difficult/complex technical support and/or policy questions to AMCAS leadership as needed for guidance.

Requirements

Bachelor's degree or equivalent experience
3 - 5 years of related work experience
1 - 2 years of customer service/call center experience (3 - 4 years preferred)
Eligibility is contingent upon candidates working within a 50-mile radius of Washington, DC.
Remote Work Eligibility This position is eligible for remote work within the Washington DC / Baltimore metro area only.

Responsibilities

Support Medical School Admissions Staff: Serve as a first line resource for admissions teams across member schools by responding to email inquiries, answering phone calls, and resolving day to day questions with clarity and professionalism.
Ensures Medical School Admission Office compliance with Application and Acceptance Protocols including and not limited to AMCAS Final Action Verification.
Member Relationship Support: Provide personalized, high quality assistance that strengthens relationships with member schools, proactively identifying opportunities to improve their experience and satisfaction.
Issue Tracking & Escalation: Document user issues, track recurring themes, and escalate technical or complex cases to the appropriate internal teams to ensure timely resolution.
Process Improvement: Offer feedback and insights based on frontline interactions to help refine support processes, training materials, and communication workflows.
Coordinates with AMCAS Product team to carry out day-to-day AMCAS Medical School Relations Business Activities as needed.
Clarifies questions or concerns including identifying both needs and expectations.
Explains complex business rules in audience-appropriate language.
Refers inquiries to appropriate staff for follow up in accordance with individual level of responsibility.
User Onboarding & Training: Deliver engaging onboarding sessions and product walkthroughs for new users, ensuring they feel confident navigating AMCAS systems, tools, and workflows.
Provides DES and Participation Agreement negotiation support and guidance.
Enters and manages all agreements in Zycus including renewals and management of user roles.
Regularly engages with schools to gain insight into their needs and challenges, and conducts frequent AMCAS product demonstrations to support medical school retention efforts by fostering community loyalty through satisfaction with products, services, and programs.
Ensures that medical schools are aware of and fully utilize the value proposition of AMCAS data by proactively holding individualized training sessions with participating schools related to the real world use of AMCAS applicant data and reports, case studies, and helping schools to interprete and understand data insights.
Proactively collect and relay feedback from medical school admission contacts to internal teams to help improve service delivery and program offerings.
Establish and nurture relationships with medical school deans and directors through regular, proactive outreach to admissions offices, promoting awareness and engagement with available programs and services.
Collaborate with crossfunctional teams to ensure consistent messaging, smooth onboarding and a seamless/positive support experience for all members at medical schools and stakeholders.
Track and monitor engagement trends and escalate unresolved issues or concerns to senior staff as appropriate.
Provides data, information, and insights to the Product Team aimed at enhancing AMCAS products and services.
Recommends updates, changes, and improvements for departmental policies and procedures when applicable.
Conducts User Acceptance Testing for AMCAS products and services as needed.
Verify Program Cycle Information by coordinating with schools to collect required information, reviewing submissions for accuracy, and supporting quality control processes.to ensure accuracy as it pertains to the AMCAS Application cycle.
Verify Medical Schools Admission Actions to ensure the accuracy and completeness of their matriculant counts.
Ensures annual adherence to the Application and Acceptance Protocols for Admission Officers.