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](https://www.aamc.org/about-us/aamc-jobs/aamc-benefits). # **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 aud…