Content Research Professional

ApplyBoard simplifies the study abroad search, application, and acceptance process by connecting international students, recruitment partners, and academic institutions on one platform. With an exceptional team from around the world and speaking more than 75 languages, our diversity is one of our greatest strengths. Our core values, such as Caring About Each Other, Innovating and Improving, and Making Work Fun, propel us forward together and continuously strengthen our engaging culture. We are in growth mode and are looking to empower passionate and exceptionally talented team members.

The Opportunity:

The Content Research Professional will be a vital role in our growing Customer Experience Team. They will be responsible for ensuring the efficiency of the department and providing support for the team. This includes, but is not limited to troubleshooting questions with team members, escalations, process improvements, policy and procedure collaboration/creation, and implementation. The Content Research Professional will assist with training materials in collaboration with the Knowledge Expert and internal and cross-team projects.

The team member for this role is required to be detail-oriented, student-centric, and have a good understanding of the Content Research Specialist role, CX process, and ApplyBoard policies and processes. Additionally, the team member should be able to work well independently as well as collaboratively with stakeholders.

They should be willing to learn and keep updated with procedures/policies. They should be well-versed with ApplyGuide and must follow and read any relevant article/s when needed/required. The candidate must also demonstrate proficiency in using spreadsheets, other Microsoft Office tools, Google Workspace, etc., and common platforms used in the Content team's day-to-day operations (e.g., Confluence, Salesforce, Zendesk, etc.).

What you'll be doing everyday:

• Have up-to-date expert knowledge of the Content Research Specialist role, department, and company-level processes and goals
• Provide expert knowledge and problem-solving support to Content team members and external inquiries
• Collaborate and take action on internal team and cross-team projects
• Collaborate and take action on cross-department projects
• Work cross-functionally across teams within the department and company to identify and improve inefficiencies and knowledge gaps
• Support the Content team in identifying areas of improvement within policies, procedures, and processes
• Support the Content team with policy creation and implementation
• Support Content team members in resolving school-related escalations regarding the setup and maintenance of school pages and programs; Hold daily office hours
• Support Partner Client Manager to resolve process-related escalations
• Assist the Knowledge Expert in maintaining and creating new training materials and implementing changes
• Own and present market-specific meetings for all relevant stakeholders
• Run shadowing and training sessions with internal stakeholders as needed
• Represent Content in market-specific cross-collaborative projects as needed
• Added responsibilities will be assigned as needed.

What you bring to the table:

• Professionalism; Exceptional interpersonal, verbal, and written communication skills
• Ability to listen to, understand, and answer questions using Content, CX, and ApplyBoard knowledge and experience
• Comfortable using Google Workspace, Salesforce, Confluence, Zendesk, and Jira
• Ability to think outside the box; Strong analytical abilities, detail-oriented, high level of accuracy
• Ability to maintain confidentiality
• Strong researching, investigating, and problem-solving capabilities
• Aptitude for balancing multiple priorities and projects to achieve team and company goals
• Proficiency in proofreading/editing text to ensure spelling/grammatical correctness and formatting consistency
• Able to work in a collaborative, teamwork environment
• Able to multi-task and shift roles as per the need/requirement for the day to meet deadlines
• Able to adapt to new policies and procedures
• Knowledge of customer service standards
• Excellent organizational skills
• Able to work well independently with minimal supervision

Must Require:

Criteria as outlined in, or pre-approved exemption from, ApplyBoard's internal mobility policy.