Client Support Analyst - ZAP Solutions
The Client Support Analyst at ZAP Solutions, a subsidiary of Banyan Software, serves as the primary point of contact for an assigned portfolio of school clients, ensuring their admissions systems meet operational needs. ZAP Solutions is a leading provider of admissions and enrollment management software for medical, health professions, graduate, and undergraduate programs, trusted by over 175 higher education institutions across the US, Canada, and Australia. The company is focused on platform modernization, AI-enabled workflows, and expanding its customer base.
In this role, the Client Support Analyst builds strong client relationships, responds to inquiries, troubleshoots issues, manages requests, and communicates progress and resolutions. They evaluate and implement routine to moderately complex configuration changes based on client needs, ensuring changes are tested and documented. The analyst gathers requirements, creates and manages development tickets, collaborates with developers, tracks progress, and validates completed work. They also test configuration changes, development updates, and system releases to identify defects and confirm functionality meets expectations. Additionally, the analyst maintains accurate client-specific documentation covering configurations, workflows, business rules, and system changes. Collaboration with Client Success, technical and implementation teams, and developers is essential to resolve issues, improve processes, and coordinate more complex client needs with the appropriate team members.
Candidates should have 5 to 7 years of experience, ideally in Ed-Tech, and be able to work in the Eastern Standard Time zone. The position is fully remote. Strong client service, communication, and relationship-building skills are required, along with analytical and problem-solving abilities, attention to detail, and strong organizational skills. The ability to manage multiple requests and deadlines, learn complex systems, and understand how configuration changes affect client workflows is essential. Experience with software support, systems analysis, implementation, quality assurance, or technical client services is preferred. Experience with school admissions processes or educational technology is a plus.
The annual salary for this position ranges from $65,000 to $75,000 USD. Banyan Software is committed to diversity, equity, inclusion, and equal employment opportunities, affirming that inequality is detrimental to their global teams, associates, operating companies, and the communities they serve. They support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
Joining ZAP Solutions offers the opportunity to work with a leading provider of admissions and enrollment management software, contributing to the modernization and expansion of educational technology. The role provides a chance to engage with a diverse client base, collaborate with cross-functional teams, and play a key part in enhancing the functionality and user experience of the company's platforms.