Senior Support Analyst, PowerFAIDS

The College Board

. Provide support services to PowerFAIDS users while meeting response, resolution-time, and customer-satisfaction standards .

Posted 10/1/2026full-timeRemote • United StatesSenior💰 $56,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in financial aid administration and PowerFAIDS, with a strong focus on customer service, problem-solving, and effective communication. Capable of managing multiple issues while staying current on Title IV regulations and contributing to training and documentation efforts.

Highest-signal resume keywords

PowerFAIDS ExperienceFinancial Aid AdministrationTitle IV Regulations KnowledgeCustomer Service SkillsTroubleshooting and Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

TroubleshootingProblem-SolvingSQL Query WritingDocumentation MaintenanceTraining Material Development

Soft Skills

Clear CommunicationCustomer Relationship BuildingCollaborationEmpathyCuriosity

Industry Keywords

Title IVFinancial Aid ProcessesUser SupportSoftware TestingKnowledge Base Development

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Provide support services to PowerFAIDS users while meeting response, resolution-time, and customer-satisfaction standards
Debug complex user problems by replicating and documenting errors, researching corrective actions, and reporting software anomalies to development
Escalate unresolved issues with clear documentation of completed troubleshooting steps
Communicate with customers throughout the resolution process and set expectations for timing and next steps
Build customer relationships that support high customer retention
Participate in software testing to ensure quality releases
Design and deliver customer-facing training materials based on support trends and training gaps
Review release documentation for accuracy and clarity from a user perspective
Contribute to internal knowledge-base articles and troubleshooting guides
Identify recurring or systemic issues and recommend product or documentation improvements
Provide backup coverage for other support analysts
Assist with the annual PowerFAIDS User Group conference
Stay current on Title IV regulatory changes and their impact on PowerFAIDS functionality and customer workflows

Requirements

What you’ll need

Minimum 4 years of experience in financial aid administration
At least 2 years of experience working with PowerFAIDS
Hands-on troubleshooting and problem-solving experience, often without predefined steps
Strong customer service skills and clear communication with technical and non-technical audiences
Deep working knowledge of Title IV regulations and financial aid processes as applied in PowerFAIDS
Experience serving as a go-to PowerFAIDS resource for colleagues
Strong written and verbal communication skills
Ability to diagnose root causes rather than symptoms
Ability to manage multiple open issues and prioritize by urgency
Ability to work independently and exercise sound judgment
Authorization to work in the United States
Passion for expanding educational and career opportunities and mission-driven work
Curiosity and enthusiasm for emerging technologies, including AI-driven solutions
Learner’s mindset and commitment to growth
Drive for impact and excellence
Collaborative and empathetic approach
SQL experience, particularly query writing, is a differentiator but not required
Experience training or onboarding colleagues on PowerFAIDS or financial aid processes is a differentiator but not required
Experience maintaining documentation, process guides, or training materials is a differentiator but not required

Benefits

Comp & perks

Fully remote or hybrid work option for candidates living near College Board offices (hybrid Tuesday and Wednesday in office)
Occasional travel to meet in person for business purposes
Comprehensive compensation and benefits package
Overtime pay eligibility for hours worked over 40 per week
Location-adjusted salaries
Supportive team and meaningful career at a self-sustaining nonprofit