Partner Support Specialist

🇺🇸 Remote - US

🕑 Full-Time


💻 Sales

🗓️ September 7th, 2023

At EAB, our mission is to make education smarter and our communities stronger. We work with more than 2,500 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 five major areas: enrollment, student success, institutional strategy, data & analytics, and diversity, equity, and inclusion (DE&I). 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
As a member of the Audience Generation Team, the Partner Support Specialist works in a team environment with other Partner Support Specialists to address questions from EAB’s partners. Partners typically submit questions, or cases, related to business or technical usage of the EAB’s solutions via phone, email, or the web. The Partner Support Specialist works to resolve each case in a timely manner. This individual documents the progress of cases online and escalates cases as needed to Engineering based on priority/issue level. Daily, the Partner Support Specialist manages their queue of open cases, updates case status/notes, troubleshoots to resolve outstanding issues, and proactively communicates case resolution to members and the account management team to ensure member success.  

This role is open to remote work within the continental U.S. 

Primary Responsibilities: 
  • Provide timely, professional, and accurate responses to clients who submit a question via the help menu, phone, or email
  • Enter all correspondence and necessary information related to a case into the case management system (currently
  • Troubleshoot individually and with team members to resolve a case within 24 hours of case submission
  • Onboard new clients so that they can start using the EAB solution successfully
  • Collaborate and follow-up with the Product Engineering department on cases that require escalation to get resolved. Collaborate and follow-up with the Product Engineering department on cases that require escalation to get resolved
  • Inform the account management team on critical partner issues that result in a high priority case that is working to get resolved
  • Contribute to research and growth of the Knowledge Base by creating partner-facing documentation such as solutions and troubleshooting techniques/steps to resolving common questions
  • Manage case workload by monitoring open case queue and phone queue and addressing cases in order in which they are received
  • Provide feedback to Product Management and Product Engineering departments on common issues and questions from members as well as enhancements and recommendations for product improvements
  • Enhance personal and professional growth by participating in training sessions for Support Services team

Basic Qualifications: 
  • Associate degree required
  • Strong technical, analytical, and troubleshooting skills
  • Ability to effectively communicate both oral and written with employees at all levels
  • Outstanding attention to detail and accuracy
  • Proven customer service skills
  • Ability to demonstrate patience, empathy, and composure when working with EAB’s partners
  • Able to work independently and within a team

Ideal Qualifications:
  •  Bachelor’s degree preferred
  • 1 year of experience serving in an external client-facing role supporting clients via phone or email
  • 1 year of experience using, supporting, or troubleshooting web-based applications
  • 1 year of experience being a part of a professional services or client services department or team
  • 1 year of experience working in a corporate environment supporting a product or software as a service (SaaS) solution  
  • Experience with being managed to traditional customer support metrics such as average response time, average resolution time and customer satisfaction
  • Experience working with Excel and aptitude to learn advanced Excel functionality
  • Working knowledge of incident tracking software and reporting capabilities
  • Ability to handle multiple projects simultaneously
  • 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.

Consistent with our belief that our employees are our most valuable resource, EAB offers a competitive and inclusive benefits package.
  •  Medical, dental, and vision insurance; dependents and domestic partners eligible
  • 401(k) retirement plan with company match
  • 20+ days of PTO annually, in addition to paid firm holidays
  • Daytime leave policy for community service or fitness activities (up to 10 hours a month each
  • Paid parental leave for birthing and non-birthing parents
  • Phase Back to Work program for employees returning from parental leave
  • Infertility treatment coverage and adoption or surrogacy assistance
  • Wellness programs including gym discounts and incentives to promote healthy living
  • Dynamic growth opportunities with merit-based promotion philosophy
  • Benefits kick in day one, see the full details here.

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.