[Hiring] Contact Center Support, Senior Associate @Association of American Medical Colleges

Role Description

The Sr. Support Specialist serves as a second-tier customer advocate, providing high-quality service and/or technical support in a multi-channel, high volume Contact Center. In this role, the Sr. Support Representative will troubleshoot and provide the full spectrum of support for more complex product and program inquiries supported by their team. This role will support the Team Lead with managing relationships with AAMC customers and will provide informal, program-specific support to team members. The Sr. Support Representative is also expected to assist with additional internal initiatives such as application testing and resource development.

How will you make an impact?

• Advanced Inquiry & Escalation Support:
  • Resolves escalated or complex customer inquiries requiring advanced problem-solving, deeper program understanding, or technical knowledge/support.
  • Documents interactions, case notes, and resolutions thoroughly and accurately in Salesforce CRM.
  • Monitors pending cases and ensures follow-up tasks are completed within expected timeframe.
  • Serves as the designated resolver for assigned programs or queues to ensure timely, accurate, and high-quality resolution.
  • Troubleshoots issues across multiple communication channels (phone, email, and other digital channels) with a focus on accuracy, professionalism, and customer satisfaction.
  • Evaluates escalation requests from Support Center Specialists, determining the appropriate handling path and resolving when possible.
  • Identifies patterns or emerging issues and reports trends to leadership for further review or action.
• Program Expertise & Team Support:
  • Acts as a program resource for team members by guiding policies, procedures, and escalation criteria.
  • Identifies gaps or inaccuracies in knowledge articles and recommends updates.
  • Submits feedback on recurring issues, system defects, and process inefficiencies.
  • Supports Team Leads by serving as a backup in monitoring queue coverage, distributing workload, and ensuring assigned programs maintain service level expectations.
  • Provides input into the development or enhancement of customer-facing and internal documentation, including help pages, FAQs, and program resources.
  • Flexes to support additional programs as needed during peak periods or high-volume cycles.
• Professional Development & Team Collaboration:
  • Participates in system or application user acceptance testing (UAT) for updates impacting assigned programs.
  • Contributes to the development, review, and refinement of internal resources such as job aids, knowledge articles, and training materials.
  • Collaborates with program partners to identify process gaps and recommend improvements.
  • Provides feedback on customer challenges or operational barriers to support continuous improvement efforts.
  • Partners with ASC Training, Programs, and Knowledge Management to improve process accuracy and customer experience.
  • Shares trends, common barriers, and customer feedback to inform operational decisions.
  • Supports team-wide initiatives, meetings, and training sessions as required.
  • Attends training and coaching sessions to maintain competence across programs and systems.
  • Maintains strong knowledge of services, programs, and system updates.

Qualifications

• Associate’s Degree (Bachelor's preferred)
• 4 - 5 years of related work experience
• Prior experience working in a high-volume, multi-channel support environment, previous involvement in user acceptance testing, documentation development, or process improvement initiatives.

Requirements

• Proficiency in navigating and utilizing CRM and telephony systems; ability to learn technologies quickly.
• Technical knowledge of navigating and troubleshooting web-based browsers and browser-based applications.
• This position is eligible for remote work in the contiguous US.

Benefits

• Remote Work – Fully remote work available for most positions
• Retirement Savings – Generous 403(b) employer contributions and financial wellness resources, including professional financial advising.
• Health & Wellness Perks – Fitness and bicycle subsidies, on-site and virtual wellness programs (live yoga, meditation, mental health webinars, flu shot clinics, and more)
• Support & Family Care – Employer paid Employee Assistance Program (EAP) and back-up care options for children, adults, elders, and even pets

Compensation Grade Range

$48,025.00-$56,500.00. Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, as well as internal equity, market, and business considerations.