Stephen Stuckey Email & Phone Number

Washington, United States

The Investigation Specialist is a part of our Enterprise Customer Success team which enables the AAMC to realize our customer service principles and maximize customer satisfaction. This role will be responsible for reviewing reports and conducting investigations related to potential violations of the American Medical College Application Service (AMCAS), the Electronic Residency Application Service (ERAS) and the Fee Assistance Program (FAP) policies. The Investigation Specialist will connect with applicants about the status of investigations, and coordinate with relevant business units to close the investigations. The investigations work is seasonal with a couple of slower periods during the year. At those times, the Investigations Specialist may be assigned to work with the Analytics, Customer Support, Knowledge Management or Customer Relationship Management teams, based upon skill level and greatest need.​

Washington, District Of Columbia, United States

Provides post-sale and diagnostic technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Provides support to end-users for PC, server or mainframe applications, and hardware. Resolves technical support inquiries directly or indirectly through onsite and/or remote services. Loads and configures operating systems and applications such as word processing, database, and spreadsheet programs. Applies comprehensive knowledge of employer's stand-alone and networked personal computers and related peripheral equipment, and of commonly used stand-alone and networked applications. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Completes assignments and facilitates the work activities of others; may coordinate work beyond own area. Proposes improvements to processes. Performs complex tasks requiring the consideration of multiple variables to determine proper course of action. While tasks are complex, most decision-making can be made within pre-determined approaches or through utilizing standard procedures. May lead and provide functional guidance to lower level support employees. Works under general guidance/supervision.

Washington, District Of Columbia, United States

• Troubleshooting system performance in absence of System Analyst or the Director ensuring technical and support control efficiency.• Answering client inquiries via email and via telephone concerning systems and network operations.• Creating and resolving 20-30 client cases in salesforce daily.• Guiding 10-20 software users on product usage in order to better assist with high call volume.• Run case reports via Salesforce to ensure accurate case documentation.• Create macros in salesforce in order to better assist with the categorization of Salesforce cases.• Assisting with mentoring new temporary employees on how to efficiently troubleshoot and resolve client and software issues.• Answering client inquiries via email and via telephone concerning systems and network operations.• Creating and resolving 10-20 client cases via email in salesforce daily.• Providing Guidance to 30-40 software users on product usage in order to better assist with high call volume.• Utilizing Salesforce daily to record and track client and technical issues in order to provide efficient and effective customer service.