Product Support Associate

The Achievement Network - Boston, Massachusetts - Full time

Product Support Associate

Location: Boston, MA

Position is available: Immediately


The Support & Operations Team sets up and supports internal staff, school leaders, teachers, and districts to fully leverage ANet's products and services and to ensure our partners have access to high quality resources that drive strong instructional practice. The Product Support Associate will build their expertise of ANet's products and their application in a variety of contexts and apply this knowledge to provide best-in-class support by phone, email, and through pre-made resources to support logistical and technical questions from our school partners. In addition to providing direct support to partners, Product Support Associates ensure the best possible products by executing functional testing.This is a great opportunity for someone looking to build their skills in customer service, product support, and/or quality assurance.The Product Support Associate will work closely withmembers of our Quality Assurance, Support, and regional teams.


Ensure our school partners have a strong back-to-school and in-year experience by providing in-the-moment support

Be an expert in our online platforms and provide strong communication to support school partners via phone and email

Troubleshoot issuesthat arise including identifying causes and resolutions or alternative paths for leveraging products

Accurately gather and document information about issues and questions that partners are raising

Understand the unique needs of partners and adjust support and recommendations as needed

Escalate technical issues and challenges to Tier 2 and Engineering when necessary

Ensures thereliability of our productsfor our partners by supporting functional testing

Tests software programs; compare specifications to documentation, identifies, analyzes and documents defects, questionable functions, and errors

Contributes to establishment of standards and procedures for testing

Recommends product improvements or revisions to Product Managers and Engineering team

Conducts compatibility tests with other software programs, hardware, multiple operating systems, and network environments as needed


In order to be successful in this role, candidatesmustdemonstrate the following:

You bring prior experience in an education setting and can apply that knowledge to provide support thatdemonstrates empathy for our school partners.

You are motivated by helping leaders and teachers be effective in their roles. You go above and beyond to make sure our products enhance a student's learning experience.

You are a great listener and love a challenging puzzle. You apply these skills to get at the root of a partners needs.

You are a masterful communicator, and can translate complex technical information so it is accessible to anyone.

You sweat the small stuff and bring exceptional attention to detail, prioritization, and strong organizational skills.

You are energized by working in an entrepreneurial, fast-paced, highly collaborative, and team-oriented environment.

You understand that schools are dynamic places andare comfortable working on projects and tasks with shifting priorities.


We are now accepting applications for this position, which will be reviewed on a rolling basis. To apply, please click on the blue “Apply” button. You will then be prompted to complete a brief application and upload a resume and thoughtful cover letter in which you outline why you are interested in working for ANet and how your skills and experience meet the qualifications of the position.

ANet is committed to maximizing the diversity of our organization. We are an equal opportunity employer and encourage individuals of all ethnic and racial backgrounds and gender identities to apply to our positions.

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Customer Implementation / Customer Success

Experience Level

Mid Level

The Achievement Network

ANet is a nonprofit dedicated to the idea that every child deserves an excellent education and the opportunities it provides.

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