Senior Support Analyst, PowerFAIDS

Role overview

Location and work arrangement

• The role is remote. Candidates near College Board offices may choose fully remote or hybrid work, with office days Tuesday and Wednesday.
• Employees occasionally travel for in-person business purposes.

Customer support

• Provide user support while meeting response, resolution, and customer satisfaction standards.
• Reproduce and document complex errors, research corrective actions, and report software anomalies to development.
• Escalate unresolved issues with documentation of steps taken and communicate timing and next steps to customers.
• Build customer relationships that support retention.

Testing, training, and documentation

• Participate in software testing and the design and delivery of customer-facing training materials.
• Review release documentation and contribute knowledge-base articles and troubleshooting guides.
• Identify recurring issues and recommend product or documentation improvements.

Additional duties

• Back up other support analysts and assist with delivery of the annual PowerFAIDS User Group conference.
• Stay current on Title IV regulatory changes affecting PowerFAIDS functionality and customer workflows.

Required qualifications

• At least 4 years of financial aid administration experience and 2 years working with PowerFAIDS.
• Hands-on troubleshooting experience, including diagnosing root causes and resolving problems without predefined steps.
• Strong customer service and communication skills for technical and non-technical audiences.
• Deep working knowledge of Title IV regulations, financial aid processes, and how they operate in PowerFAIDS.
• Experience serving as a go-to resource for colleagues; ability to prioritize issues and work independently with sound judgment.

Differentiators

• SQL query-writing experience is not required.
• Experience training or onboarding colleagues on PowerFAIDS or financial aid processes is not required.
• Experience maintaining internal documentation, process guides, or training materials is not required.

Compensation

• The listed salary range is USD 56,000–95,000 yearly.