Product Support Associate

The Achievement Network - Boston, Massachusetts - Full time

 Product Support Associate

Location: Boston, MA

Positionis available: Immediately


Every studentdeserves opportunities in life, and every educator committed toproviding those opportunities, deserves support. Those beliefsdrive us to work alongside schools to support great teaching sothat we can work towards guaranteeing that all students arereceiving high quality instruction. We partner with over 900schools - both district and charter - in underserved communitiesaround the country, thus impacting more than 330,000students. Third-partyevaluations confirm that when schools have the right basicconditions in place and partner with ANet, they achieve 6-8 monthsof additional learning over a two-year period compared to schoolsnot partnering with ANet.

At ANet weare committed to living out our core values, both acrossour organization and with our partner schools. We acknowledge thatsystemic inequities impact student access to opportunities and thatin order to ensure educational equity for all students, we mustcenter on the experiences of those from marginalized communities toguide our work. We work to deepen our understanding of how race,class, power and privilege influence the education system as wellas influence our own perspectives. To do so, we provide ongoinglearning opportunities through org-wide professional development,affinity groups, working groups, and resource sharing.

Individuals who join ANet have the opportunity to be part of adynamic, values driven, and team-oriented organization that iscommitted to having impact in schools by investing in each otherand learning together. We were namedas The NonProfit Time's “Best Nonprofits to Work For”and work tirelessly to foster a working environment where theunique perspectives, backgrounds, and identities of our staffmembers are valued.


The Support& Operations Team sets up and supports internal staff, schoolleaders, teachers, and districts to fully leverage ANet's productsand services and to ensure our partners have access to high qualityresources that drive strong instructional practice. The ProductSupport Associate will build their expertise of ANet's products andtheir application in a variety of contexts and apply this knowledgeto provide best-in-class support by phone, email, and throughpre-made resources to supportlogistical and technical questions from our school partners. Inaddition to providing direct support to partners, Product SupportAssociates ensure the best possible products by executingfunctional testing. This is agreat opportunity for someone looking to build their skills incustomer service, product support, and/or quality assurance.The ProductSupport Associate will work closely with members ofour Quality Assurance, Support, and regional teams.


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

Be an expertin our online platforms and provide strong communication to supportschool partners via phone and email

Troubleshootissues that ariseincluding identifying causes and resolutions or alternative pathsfor leveraging products

Accuratelygather and document information about issues and questions thatpartners are raising

Understandthe unique needs of partners and adjust support and recommendationsas needed

Escalatetechnical issues and challenges to Tier 2 and Engineering whennecessary

Identify andelevate trends in outreach from partners toProduct

Support withpartner training onassessment administration logistics and productknowledge

Ensures the reliability of our products for our partners by supporting functional testing

Test softwareprograms; compare specifications to documentation, identify,analyze and document defects, questionable functions, anderrors

Contribute toestablishment of standards and procedures for testing

Recommendproduct improvements or revisions to Product Managers andEngineering team

Conductcompatibility tests with other software programs, hardware,multiple operating systems, and network environments asneeded

Translatetesting experience to resources to support the experience of schoolleaders and teachers


In order to be successful in this role, candidates

must demonstrate the following:

You bringpriorexperience in an education setting and can apply that knowledge toprovide support that demonstratesempathy for our school partners.

You aremotivated by helping leaders and teachers be effective in theirroles. You go above and beyond to make sure our products enhance astudent's learning experience.

You are agreat listener and love a challenging puzzle. You apply theseskills to get at the root of a partners needs.

You are amasterful communicator, and can translate complex technicalinformation so it is accessible to anyone.

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

Youare energized by working in an entrepreneurial, fast-paced, highlycollaborative, and team-oriented environment.

Youunderstand that schools are dynamic places and arecomfortable working on projects and tasks with shiftingpriorities.

You bring asense of urgency and passion for supporting schools and believethat all students can achieve at high levels.

You aremotivated by working in an environment where we live out our corevalues daily. You are eager to examine personal archetypes andbiases while discussing topics related to race, class, andprivilege which relate to ANet's Advance Equity and People Mattervalues, and our work towards becoming an anti-racistorganization.


This is afull time role and thebenefits we offer include: health, dental and vision insurancewhere ANet pays 80% of the cost of these benefits for employees andtheir families/domestic partner; 3 weeks of vacation (4 weeks aftertwo years with ANet); 10 paid holidays with paid days off betweenthe Christmas and New Year's holidays; a paid floating holiday;paid sick & personal days; paid parental leave; retirement planoptions; commuter benefits; tuition reimbursement; flexiblespending accounts; short and long-term disability coverage; andbasic life and personal accident insurance.


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

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