About the job
Job Title: Associate, Product Support
Team: Product
Location: In-Person in Newark (NJ), Atlanta (GA), Chicago (IL), or New York City (NYC)
Employment Type: Full-time
FLSA Classification: Exempt
Start Date: ASAP
About Braven
Braven is a national nonprofit that empowers aspiring college graduates to secure meaningful employment through transformative career programs. Our collaborative approach with universities and employers provides students with invaluable experiences, starting with an engaging semester-long course, complemented by continuous support until graduation. Our mission is to help restore the middle class and ignite the American Dream.
About The Role
To support our vision of serving 80,000-100,000 Fellows within the next decade, Braven is seeking an Associate, Product Support. In this role, you will manage essential administrative and support tasks for our third-party platforms. You will be pivotal in enhancing the experience of Braven Fellows, Leadership Coaches, Graders, and internal team members as they engage with our flagship Accelerator course. Your responsibilities will include addressing support tickets, customizing courses for our Higher Education Partners, and addressing issues that arise throughout the semester.
As a subject-matter expert for our platforms, you will analyze how updates might affect our organization's workflow and communicate these insights to key stakeholders. Additionally, you will conduct quality assurance checks on new engineering updates, providing recommendations to streamline problem-solving processes.
This role is part of the Product Team and reports directly to the Director of Product Support.
What You'll Do
Product Enablement & Support (60%)
- Monitor and triage the ticketing queue: Assess incoming tickets based on urgency, impact, and root cause; assign or escalate as necessary to ensure timely resolutions.
- Ensure ticket quality: Collect missing information, replicate issues, document clear steps, and collaborate with Product and Engineering teams to resolve.
- Identify trends and prevent recurring issues: Analyze ticket data to highlight patterns and recommend process enhancements.
- Maintain customer transparency: Offer timely, empathetic updates on ticket status and potential workarounds; manage expectations regarding timelines and resolutions.
- Design and execute training sessions for staff interacting with core products.