Non-Technical Support Specialist II

Who We Are: The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, and patient care conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of all. At the AAMC, we are committed to supporting our employees with a comprehensive and competitive benefits package designed to promote well-being, professional development, and work-life balance. Hybrid Work – Primarily remote roles with the ability to work across the U.S. Comprehensive Health & Wellness – Medical, dental, and vision coverage; wellness programs; and fitness reimbursement Generous Time Away – Paid time off, holidays, personal days, sick leave, paid parental leave and short‑ and long‑term disability benefits. Retirement & Financial Well-Being – 403(b) retirement plan with generous employer contributions and financial planning resources Family & Care Support – Backup care for children, elders, and pets, plus resources for families with specialized needs Learning & Purpose: Tuition reimbursement, professional learning and development opportunities and the chance to advance a meaningful mission. Additional information can be found on our website . Why us, why now? The AMCAS Medical School Relations (MSR) Customer Support Specialist II provides high-quality customer support to AAMC Member Medical School Institutions delivering timely resolution to user inquiries and providing guidance on complex policies and procedures. Leads onboarding activities for new member schools including participation and DES agreement negotiation support; conducting product demos; and explaining cyclical event timelines and medical school responsibilities to ensure that schools are well-positioned to effectively report and utilize AMCAS data. As the first line of direct communication with schools, builds strong and collaborative relationships across the membership. Conducts proactive outreach to members to help ensure member engagement, retention and loyalty by providing individualized sessions on AMCAS data and reports to maximize usage, gathers feedback to better understand the changing needs of our medical schools, and provides insights to AMCAS leadership to inform admission’s policies and service improvements. Serves as a subject matter expert on AMCAS products and tools developed in support of AAMC member medical schools. Refers difficult/complex technical support and/or policy questions to AMCAS leadership as needed for guidance. How you will make an impact? Medical School Relations: Support Medical School Admissions Staff: Serve as a first line resource for admissions teams across member schools by responding to email inquiries, answering phone calls, and resolving day to day questions with clarity and professionalism. Ensures Medical School Admission Office compliance with Application and Acceptance Protocols including and not limited to AMCAS Final Action Verification. Member Relationship Support: Provide personalized, high quality assistance that strengthens relationships with member schools, proactively identifying opportunities to improve their experience and satisfaction. Issue Tracking & Escalation: Document user issues, track recurring themes, and escalate technical or complex cases to the appropriate internal teams to ensure timely resolution. Process Improvement: Offer feedback and insights based on frontline interactions to help refine support processes, training materials, and communication workflows. Coordinates with AMCAS Product team to carry out day-to-day AMCAS Medical School Relations Business Activities as needed. Clarifies questions or concerns including identifying both needs and expectations. Explains complex business rules in audience-appropriate language. · Refers inquiries to appropriate staff for follow up in accordance with individual level of responsibility. Proactive Medical School Retention and Engagement: User Onboarding & Training: Deliver engaging onboarding sessions and product walkthroughs for new users, ensuring they feel confident navigating AMCAS systems, tools, and workflows. Provides DES and Participation Agreement negotiation support and guidance. Enters and manages all agreements in Zycus including renewals and management of user roles. Regularly engages with schools to gain insight into their needs and challenges, and conducts frequent AMCAS product demonstrations to support medical school retention efforts by fostering community loyalty through satisfaction with products, services, and programs. Ensures that medical schools are aware of and fully utilize the value proposition of AMCAS data by proactively holding individualized training sessions with participating schools related to the real world use of AMCAS applicant data and reports, case studies, and helping schools to interprete and understand data insights. Proactively collect and relay feedback from medical school admission contacts to internal teams to help improve service delivery and program offerings. Establish and nurture relationships with medical school deans and directors through regular, proactive outreach to admissions offices, promoting awareness and engagement with available programs and services. Collaborate with crossfunctional teams to ensure consistent messaging, smooth onboarding and a seamless/positive support experience for all members at medical schools and stakeholders. Track and monitor engagement trends and escalate unresolved issues or concerns to senior staff as appropriate. Product Development Support and Strategic Input: Provides data, information, and insights to the Product Team aimed at enhancing AMCAS products and services. Recommends updates, changes, and improvements for departmental policies and procedures when applicable. Conducts User Acceptance Testing for AMCAS products and services as needed. MSR Cyclical Tasks: Verify Program Cycle Information by coordinating with schools to collect required information, reviewing submissions for accuracy, and supporting quality control processes.to ensure accuracy as it pertains to the AMCAS Application cycle. Verify Medical Schools Admission Actions to ensure the accuracy and completeness of their matriculant counts. Ensures annual adherence to the Application and Acceptance Protocols for Admission Officers. What you will bring to the role Required Qualifications: Bachelor's degree or equivalent experience 3 - 5 years of related work experience 1 - 2 years of customer service/call center experience (3 - 4 years preferred) Note : Eligibility is contingent upon candidates working within a 50-mile radius of Washington, DC. Remote Work Eligibility This position is eligible for remote work within the Washington DC / Baltimore metro area only. Compensation Grade Range $65,280.00-$76,800.00 Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, as well as internal equity, market, and business considerations. If a bachelor’s degree is required, related work experience may be substituted in some positions. One year of college course work at an accredited institution is equivalent to one year of related work experience. The AAMC is an Equal Opportunity Employer. The AAMC is committed to an Equal Employment Opportunity policy in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic. The AAMC is committed to the full inclusion of all qualified individuals. As part of this commitment, the AAMC will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, please contact the talent acquisition team . Please attach a resume as part of the application process. It is important that files DO NOT include periods ( . ) within the file name. BROWSER REQUIREMENTS: Applications must be submitted using Chrome, Mozilla Firefox, Safari, or Microsoft Edge.