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 benefits package designed to promote well-being, professional growth, and work-life balance. Highlights include:

• Remote Work – Fully remote work available for most positions 

• Retirement Savings – Generous 403(b) employer contributions and financial wellness resources, including professional financial advising. 

• Health & Wellness Perks – Fitness and bicycle subsidies, on-site and virtual wellness programs (live yoga, meditation, mental health webinars, flu shot clinics, and more) 

• Support & Family Care – Employer paid Employee Assistance Program (EAP) and back-up care options for children, adults, elders, and even pets 

Additional information can be found on our website.

Why us, why now?

The Sr. Support Specialist serves as a second-tier customer advocate, providing high-quality service and/or technical support in a multi-channel, high volume Contact Center.  In this role, the Sr. Support Representative will troubleshoot and provide the full spectrum of support for more complex product and program inquiries supported by their team.  This role will support the Team Lead with managing relationships with AAMC customers and will provide informal, program-specific support to team members.  The Sr. Support Representative is also expected to assist with additional internal initiatives such as application testing and resource development. 

How will you make an impact?

Advanced Inquiry & Escalation Support:

• Resolves escalated or complex customer inquiries requiring advanced problem-solving, deeper program understanding, or technical knowledge/support.  

• Documents interactions, case notes, and resolutions thoroughly and accurately in Salesforce CRM.  

• Monitors pending cases and ensures follow-up tasks are completed within expected timeframe. 

• Serves as the designated resolver for assigned programs or queues to ensure timely, accurate, and high-quality resolution.  

• Troubleshoots issues across multiple communication channels (phone, email, and other digital channels) with a focus on accuracy, professionalism, and customer satisfaction.  

• Evaluates escalation requests from Support Center Specialists, determining the appropriate handling path and resolving when possible. 

• Identify patterns or emerging issues and report trends to leadership for further review or action. 

Program Expertise & Team Support:

• Acts as a program resource for team members by guiding policies, procedures, and escalation criteria.

• Identify gaps or inaccuracies in knowledge articles and recommend updates.  

• Submits feedback on recurring issues, system defects, and process inefficiencies.  

• Supports Team Leads by serving as a backup in monitoring queue coverage, distributing workload, and ensuring assigned programs maintain service level expectations.  

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