Client Support Analyst - ZAP Solutions

Banyan Software; Richmond (VA); Remote; USD 65,000 - 75,000; Full time

Job summary

Banyan Software is hiring a Client Support Analyst to serve as the primary contact for a portfolio of school clients, ensuring admissions systems meet operational needs. This full-time, remote role combines client relationship management, system configuration, development coordination, QA, and documentation to deliver reliable functionality.

Ideal candidates have 5–7 years of Ed-Tech experience, can work in EST, and excel in communication, problem solving, and cross-functional collaboration

Qualifications

• 5–7 years of experience in Ed-Tech or equivalent
• Able to work EST hours
• Fully remote role
• Strong client service, communication, and relationship-building skills
• Analytical and problem-solving abilities with attention to detail
• Excellent organizational skills and the ability to manage multiple requests and deadlines
• Ability to gather requirements, document technical needs, and coordinate work across teams
• Experience with software support, systems analysis, implementation, QA, or technical client services preferred
• Experience with school admissions processes or educational technology is a plus

Responsibilities

• Client Support: Build strong client relationships, respond to questions, troubleshoot issues, manage requests, and communicate progress and resolutions.
• System Configuration: Evaluate and implement routine to moderately complex configuration changes based on client needs, ensuring changes are tested and documented.
• Development Coordination: Gather requirements, create and manage development tickets, collaborate with developers, track progress, and validate completed work.
• Quality Assurance: Test configuration changes, development updates, and system releases to identify defects and confirm functionality meets expectations.
• Documentation: Maintain accurate client-specific documentation covering configurations, workflows, business rules, and system changes.
• Cross-Functional Collaboration: Work with Client Success, technical and implementation teams, and developers to resolve issues, improve processes, and coordinate more complex client needs with the appropriate team members.

Skills

Client relationship management

System configuration

Development coordination

Quality assurance

Documentation

Cross-functional collaboration

Job description

Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. With a buy-grow-and-hold-for-life approach and a permanent capital base, Banyan acquires and grows companies worldwide, honoring founder legacies and helping portfolio companies modernize through shared AI expertise and operational discipline. Founded in 2016, Banyan operates more than 120 portfolio companies across North and South America, Europe, and APAC, and has appeared on the Inc. 5000 list for six consecutive years. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world.

Department: Client Support Analyst
Client Success
Reports to: Technical Analyst Manager
Role Type: Full-time (Monday to Friday)

ZAP Solutions is the higher education technology partner trusted by 175+ medical and graduate programs across the US, Canada, and Australia. Our integrated suite — AMP, AMP Mobile, SAMS, and AMP AI — supports every stage of the student journey, from admissions and enrollment to advising and beyond. We build technology that grows with your program, and we're just getting started.

Position SummaryThe Client Support Analyst serves as a primary point of contact for an assigned portfolio of school clients, helping ensure their admissions systems meet their operational needs. This role combines client relationship management, system configuration, development request coordination, quality assurance, and documentation. Working closely with clients, internal teams, and developers, the Client Support Analyst investigates issues, implements system improvements, manages requests from submission through resolution, and tests system changes to ensure reliable functionality. The role requires strong communication, analytical thinking, attention to detail, and the ability to manage multiple priorities.

Key Responsibilities

• Client Support: Build strong client relationships, respond to questions, troubleshoot issues, manage requests, and communicate progress and resolutions.
• System Configuration: Evaluate and implement routine to moderately complex configuration changes based on client needs, ensuring changes are tested and documented.
• Development Coordination: Gather requirements, create and manage development tickets, collaborate with developers, track progress, and validate completed work.
• Quality Assurance: Test configuration changes, development updates, and system releases to identify defects and confirm functionality meets expectations.
• Documentation: Maintain accurate client-specific documentation covering configurations, workflows, business rules, and system changes.
• Cross-Functional Collaboration: Work with Client Success, technical and implementation teams, and developers to resolve issues, improve processes, and coordinate more complex client needs with the appropriate team members.

Qualifications & Skills

• 5 to 7 years of experience (ideally in Ed-Tech)
• Can work EST
• Be fully remote
• Strong client service, communication, and relationship-building skills
• Analytical and problem-solving abilities, with attention to detail
• Strong organizational skills and the ability to manage multiple requests and deadlines
• Ability to learn complex systems and understand how configuration changes affect client workflows
• Ability to gather requirements, document technical needs, and coordinate work across teams
• Experience with software support, systems analysis, implementation, quality assurance, or technical client services preferred
• Experience with school admissions processes or educational technology is a plus

Salary is $65,000 to $75,000 USD Annually

Recruitment Notice

Banyan Software may use artificial intelligence (AI) tools to assist in screening and/or assessing applicants during the recruitment process. All hiring decisions are made by our team. Personal information submitted through your application will be collected and used for recruitment purposes in accordance with applicable privacy laws. Contact us at any time with questions about our process or to request accommodation.

Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.