Provide constituent support pertaining to NRMP technical systems and the processes of matching.
Gather information, diagnose concerns, identify solutions, and assist constituents with complex questions pertaining to the use of the R3 and iMatch systems.
Respond to technical questions pertaining to web browsers, servers, firewalls, JavaScript, caches, cookies, and internet service providers and their interaction with NRMP systems.
Document issues and assist with preparing standard procedures to resolve recurring problems in coordination with management and the Match operations team.
Respond to communication (calls/emails/chat) from constituents addressing questions about the process of applying for and filling residency and fellowship positions through the Match, NRMP policies, and the matching algorithm.
Log and track email tickets and phone communication in the R3 system to establish a record of constituent communication, including staff responses, and to identify patterns requiring attention.
Draft email communication about important Match events as directed, and once approved, distribute communication through the R3 system bulk email function or as directed.
Enter and review institution, program, school, applicant, and other user information, maintaining the integrity of the data to ensure the accuracy of the information used in the Match.
Use data gathered from client queries to revise internal FAQ’s, and document common queries to augment the R3 system user help content.
Monitor Match deadlines and participate in follow-up activities including telephone calls, emails, and distribution of reminder materials as needed to constituents including, medical school deans, residency program directors, and Match applicants; log issues requiring follow-up.
Assist with User Acceptance Testing (UAT) of new modules and enhancements in the NRMP technical systems and public website to ensure accuracy and compatibility with existing policies and Match operations.

Requirements

Bachelor’s degree in a relevant field preferred.
Minimum of two years of experience in a fast-paced, high-volume, high-pressure, customer-centered service operation preferred.
Must have exceptional communication and interpersonal skills, a professional and patient telephone manner, and experience dealing with conflict and with individuals from diverse cultural backgrounds.
Experience with TalkDesk or other phone agent software preferred.
Experience with LiveChat or other customer support chat and ticketing systems preferred.
Experience supporting users of web applications preferred.
Experience in graduate medical education as a program coordinator or manager preferred.
Proficiency with Excel and Windows/MS Office required.
Strong oral and writing skills required.
Strong critical thinking skills with the ability to quickly process complex information, solve problems, and learn new skills.
Demonstrated ability to translate complex business processes and policies into easily understood language.
Must be able to work well independently and with team members and manage multiple priorities while maintaining a high level of customer service and attention to detail.

Benefits

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Work is primarily remote, allowing for flexibility.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

JavaScriptUser Acceptance Testing (UAT)ExcelWindowsMS Officedata analysisproblem solvingcustomer supportweb application supportticketing systems

Soft Skills

communication skillsinterpersonal skillsconflict resolutioncritical thinkingattention to detailability to work independentlyteam collaborationcustomer servicepatienceability to manage multiple priorities