Help Desk Associate

Achievement Network (ANet) is a nonprofit organization dedicated to helping all students achieve strong educational outcomes. The Help Desk Associate will support internal staff and school partners by providing expert assistance on ANet's products and services, ensuring they have access to high-quality resources and troubleshooting any technical issues that arise.ResponsibilitiesEnsure our school partners have a strong back-to-school and in-year experience by providing in-the-moment supportBe an expert in our online platforms and provide strong communication to support school partners via phone, email, and chatTroubleshoot issues that arise including identifying causes and resolutions or alternative paths for leveraging productsAccurately gather and document information about issues and questions that partners are raisingUnderstand the unique needs of partners and adjust support and recommendations as neededEscalate technical issues and challenges to internal collaborators when necessarySupport with partner training on assessment administration logistics and product knowledgeEnsures the reliability of our products for our partners by supporting functional testingTest software programs; compare specifications to documentationIdentify, analyze and document defects, questionable functions, and errorsRecommend product improvements or revisions to Product Managers and Engineering teamTranslate testing experience to resources to support the experience of school leaders and teachersSkillsAbility to organize complex work into tasks and anticipate obstaclesTrack record of managing projects and people toward deadlinesUses effective written and oral communication with internal staff, teams, and community served; demonstrates empathy and listeningWrite clearly and with minimal spelling and grammatical errors and tailor your written communication to make it appropriate to your audienceDemonstrate active listening skills and the ability to approach conversations with curiosity and value for the perspective of all stakeholdersConsistently identifies, gathers, and applies relevant information to your workInterpret information and provide well-reasoned, logical analysis free from basic errorsBring an orientation toward seeking and using data and information to guide your workAbility to provide support that demonstrates empathy for our school partnersExperience in an education settingExpertise in Area of FocusBenefitsMedical, dental and vision insurance where ANet pays a portion of the cost of these benefits for employees and their families/domestic partnerGenerous paid time-off including 10 paid holidays and paid days off between the Christmas and New Year’s holidaysPaid parental leaveEducational expenses reimbursementsFlexible spending accountsProfessional developmentA 401(k) plan with a 4% matchShort and long-term disability coverageBasic life and personal accident insuranceCompany OverviewANet offers more than products and services. We're an expert partner to educational leaders. It was founded in 2005, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is http://www.achievementnetwork.org.



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