Encoura

• Own and maintain the reliability, performance, and availability of large-scale production systems — monitoring dashboards, reviewing alerts, and resolving incidents as they arise. • Serve as primary on-call and incident responder for customer-impacting issues, triaging, coordinating resolution, and leading post-mortems. • Design, build, and improve CI/CD pipelines using Azure DevOps, GitHub Actions, Jenkins, and Octopus Deploy. • Automate Azure infrastructure and services (Web Apps, Functions, SQL, Storage, Key Vaults, Entra ID) using IaC tooling. • Collaborate closely with engineering, product, and security teams to support deployments, migrations, and compliance initiatives. • Drive cloud cost optimization, scalability, and auto-scaling initiatives across hosted environments. • Implement and modernize incident management tooling and enforce security best practices and system hardening standards.

• Help answer end-user questions by supporting phone calls, chats, and web inquires • Serve as a go-to resource for clients and end-users needing technical assistance via phone, chat, or email • Aim to resolve issues on the first interaction, while clearly and professionally guiding clients through their options • Take ownership of assigned client accounts by managing and resolving issues from start to finish • Accurately document interactions and solutions in the ticketing system • Use the knowledge base to research and find the best solutions for client need • Escalate complex or unclear issues—and any outdated knowledge base content—to a supervisor • Represent the company positively by building strong, professional relationships with clients • Continuously learn and grow by participating in training programs to support a variety of clients • Deliver fast, accurate, and friendly solutions that create a great client experience • Install, maintain, and troubleshoot computers, printers, phones, and other equipment • Diagnose and resolve hardware and software issues • Complete software installations and updates • Build strong, collaborative relationships across teams and departments

• Support customers via voice and chat using Amazon Connect • Deliver a positive experience through empathy, patience, and clear communication • Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows • Accurately document interactions and manage follow-ups • Handle multiple tasks in a fast-paced call center environment • Collaborate with teammates and escalate complex issues as needed • Work assigned shifts, including weekends and holidays • Participate in ongoing training and continuous improvement

• Lead the day-to-day management of a portfolio of digital marketing clients and campaigns • Coordinate campaign execution across internal teams including Creative, Data Operations, Tracking & Attribution, Digital Operations, and Enrollment Marketing to ensure campaigns launch accurately and on schedule • Manage campaign timelines, deliverables, approvals, and operational workflows to maintain a seamless client experience and ensure alignment across departments • Monitor campaign pacing, performance, and key KPIs while proactively identifying optimization opportunities related to targeting, creative, budget allocation, audience strategy, and conversion performance • Analyze reporting data and platform insights to develop strategic recommendations and communicate campaign performance clearly to clients and internal stakeholders • Lead recurring client meetings, performance reviews, onboarding discussions, and strategic planning conversations focused on achieving enrollment and marketing objectives • Troubleshoot campaign, tracking, reporting, or operational issues while coordinating timely resolution across internal teams and external partners • Identify opportunities to strengthen client relationships, support renewals, expand campaign scope, and introduce additional digital marketing strategies aligned with client goals • Collaborate cross-functionally to improve internal workflows, operational efficiencies, communication processes, and scalable service delivery standards • Stay informed on digital marketing trends, platform capabilities, attribution methodologies, audience strategies, and industry best practices to continuously improve campaign strategy and client outcomes

• Develops financial aid strategies for clients that will allow them to meet their enrollment and revenue goals • Creates and presents financial aid historical and retention analyses to clients, explaining trends and opportunities • Consults regularly with client institutions • Presents and explains the Award+ tracking dashboard • Works with 10-15 clients throughout the year • Assists clients in fully understanding the extent and construct of the contracted financial aid • Meets regularly with the consulting team to discuss client goals and challenges and brainstorm solutions • Travel Frequency, 3-5 times per year

• Serves as the first point of contact for customers needing technical support via phone and email • Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment • Troubleshoots hardware and software issues, ensuring a smooth user experience • Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution • Handles multiple tasks simultaneously and escalates issues promptly when needed • In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner.

• Making outbound calls and taking inbound calls from families interested in enrolling, determining best options, sharing details about various online schooling options. • Developing relationships with parents as an educational advisor and consultant generating and enhancing interest in the various client products and services • Requesting and closing the sale of parents/primary caregivers relative to the best solution for their situation • Meeting key performance indicators for employee attendance, phone productivity, enrollments, call quality, customer satisfaction, customer loyalty, and schedule adherence • Assessing family needs, recommending the best-fit program, and driving enrollment by effectively communicating value and next steps. • Closes sales while delivering exceptional experience and meeting key performance goals.

• Own the customer relationship at the portfolio level, driving retention and identifying expansion opportunities through proactive engagement • Lead renewal strategy and execution, ensuring on-time renewals and uncovering growth opportunities across accounts • Conduct recurring customer engagements including meetings, email outreach, and success planning to align goals and drive business outcomes • Facilitate Executive Business Reviews, summarizing product usage, progress toward goals, and future planning aligned to customer priorities • Monitor customer health using data and qualitative signals, proactively addressing risks and driving mitigation plans to prevent churn • Partner cross-functionally with Sales, Product, and Support to influence adoption, resolve issues, and deliver a seamless customer experience • Maintain accurate account insights, engagement tracking, and success plans in systems like Planhat to support forecasting and strategic decision-making • Travel Frequency: Occasional travel (as needed for key customer engagements)

• Support customers via voice and chat using Amazon Connect • Deliver a positive experience through empathy, patience, and clear communication • Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows • Accurately document interactions and manage follow-ups • Handle multiple tasks in a fast-paced call center environment • Collaborate with teammates and escalate complex issues as needed • Work assigned shifts, including weekends and holidays • Participate in ongoing training and continuous improvement

Title: Engagement Ambassador - UC Berkeley Location: Remote, USA Job Description: Role Overview: We are currently hiring Engagement Ambassadors to work at our University of California, Berkeley Engagement Center. Engagement Ambassadors reach out to donors of philanthropic institutions to donate, verify their information, and share institutional updates. The part-time Engagement Ambassador may contact prospects using text, video, or phone while conducting themselves as a professional representative of one of Encoura's partner institutions. Engagement Ambassadors can gain experience in marketing, networking, fundraising and sales negotiations while working at the Engagement Center. If you’re looking for a rewarding part-time position that boosts your resume and communication skills, see below to learn more and apply today! A Day in the Life: - Contact donors and prospects to collect donations, verify information, and share institutional updates. - Capable of following a script when reaching out to prospects. - Accurately enter data into our computer system. - Meet or exceed goals as outlined by your manager. - Work a minimum number of shifts each week/month. - Pass new hire and compliance trainings. About You: - Current or past student (within 5 years) of University of California, Berkeley. - Demonstrated strong command of English (both verbal and written). - Capable of effectively communicating with a variety of individuals. - Working knowledge of Microsoft Office. - Must be able to work remote - Supervisors and Managers will be remote, available via online resources (web conferencing, phone, email etc.). - Must be able to operate in an office setting and routinely use standard office equipment such as computers, phones, etc. - Must be able to work in an environment where the noise level is moderate. - This is largely a sedentary role; Infrequent light physical effort is required (minimum of five pounds). - Must have access to reliable technology, including a personal computer (Windows or Mac), webcam, and wired headset. - Must have a home internet connection that meets the following minimum requirements: 20 Mbps download and 5 Mbps upload speeds. This Remote Engagement Ambassador opportunity requires that you have reliable internet, a private area to work (within your home or dorm room), and a computer. Full technical requirements will be shared and evaluated for those interested in this opportunity following a completed application. The entry-level wage for this role starts at $19.18 / hour with the opportunity for longevity-based merit increases. The upper wage range is based on longevity, locality, and performance. Employees new to Encoura should expect to start at the entry-level wage. This ongoing part-time position does not qualify for health benefits. Encoura complies with all state and local laws that require specific forms of paid time off. Center Hours: - Sunday 1:30 - 4:30 pm Pacific Time (PT) - Monday 1:00 - 4:00 pm, 5:00 - 8:00 pm PT - Tuesday 1:00 - 4:00 pm, 5:00 - 8:00 pm PT - Wednesday 1:00 - 4:00 pm, 5:00 - 8:00 pm PT - Thursday 1:00 - 4:00 pm, 5:00 - 8:00 pm PT - Friday 1:00 - 4:00 pm PT About Us Encoura’s mission is to empower students and institutions to create meaningful connections so everyone can make the most informed decisions to achieve their goals. Since 1972, the Company has evolved its products and services to better represent the link between students and higher education institutions and to create the highest probability of student success.  Encoura’s expertise now spans enrollment, research, marketing, student success, and advancement and provides an unmatched combination of higher education experience and innovative solutions for colleges and universities. The Company also offers Encourage® — the nation’s largest free college and career planning program used by millions of high school students and educators nationwide.  It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. All applicants must be eligible to work in the U.S.  Encoura endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability and need an alternative method for applying, please contact the Talent Team.