Help Desk Associate

Summary: 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. Responsibilities: - 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, email, and chat - Troubleshoot issues that 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 internal collaborators when necessary - Support with partner training on assessment administration logistics and product knowledge - Ensures the reliability of our products for our partners by supporting functional testing - Test software programs; compare specifications to documentation - Identify, analyze and document defects, questionable functions, and errors - Recommend product improvements or revisions to Product Managers and Engineering team - Translate testing experience to resources to support the experience of school leaders and teachers Required Qualifications: - Ability to organize complex work into tasks and anticipate obstacles - Track record of managing projects and people toward deadlines - Uses effective written and oral communication with internal staff, teams, and community served; demonstrates empathy and listening - Write clearly and with minimal spelling and grammatical errors and tailor your written communication to make it appropriate to your audience - Demonstrate active listening skills and the ability to approach conversations with curiosity and value for the perspective of all stakeholders - Consistently identifies, gathers, and applies relevant information to your work - Interpret information and provide well-reasoned, logical analysis free from basic errors - Bring an orientation toward seeking and using data and information to guide your work - Ability to provide support that demonstrates empathy for our school partners - Experience in an education setting Preferred Qualifications: - Expertise in Area of Focus Required Skills: Functional Testing, Software Testing, Technical Support, Product Knowledge, Issue Troubleshooting, Empathy, Prioritization, Planning Benefits: Medical, dental and vision insurance where ANet pays a portion of the cost of these benefits for employees and their families/domestic partner, Generous paid time-off including 10 paid holidays and paid days off between the Christmas and New Year’s holidays, Paid parental leave, Educational expenses reimbursements, Flexible spending accounts, Professional development, A 401(k) plan with a 4% match, Short and long-term disability coverage, Basic life and personal accident insurance