About EAB
At EAB, our mission is to make education smarter and our communities stronger. We work with more than 2,800 institutions to drive transformative change through data-driven insights and best-in-class capabilities. From kindergarten to college to career, EAB partners with leaders and practitioners to accelerate progress and drive results across enrollment, student success, institutional strategy, data analytics, and advancement. We work with each partner differently, tailoring our portfolio of research, technology, and marketing and enrollment solutions to meet the unique needs of every leadership team, as well as the students and employees they serve.
At EAB, we serve not only our partner institutions but each other—that's why we are always working to make sure our employees love their jobs and are invested in their communities. See how we've been recognized for this dedication to our employees by checking out our recent awards.
For more information, visit our Careers page.
The Role in Brief
Partner Support Specialist
This role is open in our Washington D.C. office.
Primary Responsibilities:
- Gain knowledge and usability of EAB products and services, while providing daily Tier 1 support to our partner community.
- Responsible for delivering positive customer experiences to our partners by providing strong communication and expectation setting through daily ticketing interactions.
- Troubleshoot technical and non-technical issues to perform root cause analysis to solve tickets or triage them to their respective teams.
- Work with Tier 2 and Tier 3 Engineers, Business Analyst, and Data Integration Services teams to identify root cause and provide resolution on individual support tickets.
- Partner closely with Strategic Leaders to provide technical and functional support for partners
- Develop presentation and report deliverables for both internal and external customers.
- Execute ad hoc special projects for Partner Success delivery team, supporting the department’s strategic priorities.
- Recommend initiatives geared toward support process improvement.
Basic Qualifications:
- High school diploma or Associates' degree and/or IT certification
- 2+ years of professional experience
- Ability to effectively communicate both oral and written with employees at all levels
- Demonstrated critical thinking/problem solving skills and an ability to creatively solve complex issues
- Able to work independently and autonomously
- Proven customer service skills with a focus on attention to detail
- Experience working with Excel and aptitude to learn advanced Excel functionality
Ideal Qualifications
- Bachelor’s degree
- Excellent academic record
- Ability to collaborate with others for process, product, and service improvement
- Ability to communicate clearly and effectively to a variety of audiences
- Proven ability to meet and exceed internal and external customer expectations
- Proven ability to manage and troubleshoot basic technology platforms
- Attention to detail
- Solution-focused problem solving
- Ability to handle multiple projects simultaneously
- Experience developing personal organization tactics to meet business goals
- Proven experience managing multiple, competing priorities
- Discretion with sensitive material and communications
- Commitment to valuing diversity, practicing inclusive behaviors, and contributing to an equitable working and continual learning environment in support of EAB’s DE&I Promise
If you’ve reached this section of the job description and are unsure of whether to apply, please do! At EAB, we welcome diversity of background and experience. We would encourage you to submit an application if this is a role you would be passionate about doing every day.
Compensation:
The anticipated starting salary for this role is $50,000 per year. Actual salary varies due to factors that may include but not be limited to relevant experience, skills, and location. At EAB, it is not typical for an individual to be hired at or near the top of the starting salary range for their role.
This hire will additionally be eligible for discretionary bonus or incentive compensation. Variable compensation may depend on various factors, including, without limitation, individual and organizational performance.
Benefits:
Consistent with our belief that our employees are our most valuable resource, EAB offers a competitive and inclusive benefits package. Our benefits currently include:
- Medical, dental, and vision insurance plans; dependents and domestic partners eligible
- 20+ days of PTO annually, in addition to paid firm and floating holidays
- Daytime leave policy for community service and flextime for fitness activities (up to 10 hours per month each)
- 401(k) retirement savings plan with annual discretionary company matching contribution
- Health savings account, healthcare and dependent care flexible spending account, and pre-tax commuter plans
- Employee assistance program with counseling services and resources available to all employees and immediate family
- Wellness programs including gym discounts, incentives to promote healthy living, and family access to the leading app for sleep, meditation, and relaxation
- Gender affirming care coverage
- Fertility treatment coverage and adoption or surrogacy assistance
- Paid parental leave with phase back to work program for birthing and non-birthing parents
- Access to milk shipping service to support nursing employees during business travel
- Discounted pet health insurance coverage for dog and cat family members
- Company-provided life, AD&D, and disability insurance
- Financial wellness resources and membership in a robust employee discount program
- Access to employee resource groups, merit-based advancement, and dynamic professional growth opportunities
Benefits kick in day one; learn more at eab.com/careers/benefits.
This opening is not eligible for visa sponsorship at this time; EAB will thus consider candidates who possess U.S. work authorization that does not require employment-based visa sponsorship now or in the future.
At EAB, we believe that to fulfill our mission to “make education smarter and our communities stronger” we need team members who bring a diversity of perspectives to the table and are committed to fostering a workplace where each team member is valued, respected and heard.
To that end, EAB is an Equal Opportunity Employer, and we make employment decisions on the basis of qualifications, merit and business need. We don’t discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.