Temporary ERAS Client & Technical Support Analyst

Company:	Association of American Medical Colleges Company Profile \| Current Opportunities (17)
Job Location(s):	Washington
Employment Term:	Regular
Employment Type	Full Time
Start Date:	As soon as possible
Starting Salary Range:	Not Provided
Required Experience:	Open
Related Categories:	Customer Service - General, Non-Profit/Associations

Position Description

The temporary ERAS (Electronic Residency Application System) Client & Technical Support Analyst interfaces by telephone and e-mail with clients regarding problem-solving, marketing, policies, procedures, training, software enhancements, and the interaction of ERAS with other organizations. During a one-month period, this individual may handle several hundred telephone consultations with ERAS users who are experiencing difficulty. Solutions to these problems require working through complex and interconnected data relationships within the ERAS program. Investigates ERAS Post Office data files, client databases and logs, and performs queries on database tables in order to identify problems with uploads or downloads, or where problem files are being transmitted by client sites. Develops and contributes to ERAS client support tools; provides input for Web pages that provide assistance to clients on all aspects of policy, procedure, software usage, and problem resolution in ERAS. Contributes to FAQ lists; participates on teams as requested.

Requirements

BS/BA degree required including courses in computer science or the equivalent in training, along with 3-5 years of in a help desk or customer service environment. Basic knowledge of database management, spread sheets, and graphics required, as well as the ability to learn technical information quickly and to answer in-depth technical questions. Candidates should have excellent analytical and problem-solving skills; a keen eye for editing technical documentation and testing software requirements preferred. Proficiency working in a team environment; strong interpersonal skills, and the ability to work well under pressure required. Excellent telephone and e-mail communication skills, and the ability to listen and articulate clearly in a patient and calming manner. Experience supporting networked and non-networked PCs remotely, in a multi-platform environment, preferred. A working knowledge of HTML and query languages preferred.

The Association of American Medical Colleges is an Equal Opportunity/Affirmative Action Employer