• Provide constituent support pertaining to NRMP technical systems and the processes of matching. • Gather information, diagnose concerns, identify solutions, and assist constituents with complex questions pertaining to the use of the R3 and iMatch systems. • Respond to technical questions pertaining to web browsers, servers, firewalls, JavaScript, caches, cookies, and internet service providers and their interaction with NRMP systems. • Document issues and assist with preparing standard procedures to resolve recurring problems in coordination with management and the Match operations team. • Respond to communication (calls/emails/chat) from constituents addressing questions about the process of applying for and filling residency and fellowship positions through the Match, NRMP policies, and the matching algorithm. • Log and track email tickets and phone communication in the R3 system to establish a record of constituent communication, including staff responses, and to identify patterns requiring attention. • Draft email communication about important Match events as directed, and once approved, distribute communication through the R3 system bulk email function or as directed. • Enter and review institution, program, school, applicant, and other user information, maintaining the integrity of the data to ensure the accuracy of the information used in the Match. • Use data gathered from client queries to revise internal FAQ’s, and document common queries to augment the R3 system user help content. • Monitor Match deadlines and participate in follow-up activities including telephone calls, emails, and distribution of reminder materials as needed to constituents including, medical school deans, residency program directors, and Match applicants; log issues requiring follow-up. • Assist with User Acceptance Testing (UAT) of new modules and enhancements in the NRMP technical systems and public website to ensure accuracy and compatibility with existing policies and Match operations.