Title: Product Support Specialist
Location: Chicago, IL, New York City, NY, Newark, NJ, or San Jose, CA
In America, we’ve promised that hard work and ambition will be met with equality of opportunity. The reality is that we have a quiet crisis on our hands. Despite 1.2 million low-income or first-generation students enrolling in college each year, only one in four will attain a strong first job or enroll in graduate school upon graduating.
The Braven Accelerator empowers promising young people on their path to college graduation, meaningful careers, and lives of impact. Alongside educational institutions, Braven provides a scalable model to discover, develop, and connect extraordinary, diverse, and driven young people to high-quality skill-building opportunities and networks. From the Accelerator will come a generation of leaders as diverse as our future demands.
To date, 76% of Braven’s Fellows have landed a strong job within 12 months of graduation, as compared with the average of 54% for all students nationally. Braven currently operates in Newark, NJ, Chicago, IL and the San Jose, CA. We aim to become the nation’s leading accelerator of diverse talent, putting 100,000 emerging leaders on the pathway to college completion and economic mobility. Our work is highly data driven around the outcomes of college graduation, workforce readiness skills-based proficiency, and employment in a high impact role within six months of graduation.
Braven seeks someone who believes strongly that every young person deserves the opportunity to put their education to work and realize a life of impact and economic mobility. Braven’s ideal Product Support Specialist gets energy and fulfillment from helping others solve the problems that prevent them from doing their best and most efficient work. In the role, you will work closely with students, volunteers, and staff to ensure that they can focus on the most important things instead of technical distractions, glitches, and hold-ups. If you are our Product Support Specialist, you are friendly, patient, level-headed, mission-driven, detail-oriented, unafraid to get into the weeds, enjoy tackling new problems, hungry to learn, a strong communicator and, most of all, motivated to jump out of bed every morning knowing that your work is having a real impact on our students’ lives. You are resourceful and love to ‘do your homework’ and get up to speed on new systems by trial and error, teaching yourself, reading endless blog threads and then bringing back what you’ve learned to the team. You’ll take pride in being part of a team who delivers high-quality, empathetic, and delightful experiences to the students, volunteers, and staff who use our learning platform and other systems. If you’re the type of person who is equally comfortable interacting with people as you are in front of a computer digging into the nitty gritty details of digital systems, we’d love to hear from you.
Braven’s Tech Team is looking for someone to take over the vital responsibility of ensuring that the experience with our digital systems is top-notch across the board by supporting all of our users when they have issues or questions, and gathering data on how people are using the systems in order to implement improvements. The Product Support Specialist will be both the face of our systems and the biggest advocate for the user experience. You must be ready to jump in and learn the behind-the-scenes engineering processes, setup, and functioning of our digital systems in order to understand, support, and improve the experience for the users of those systems. Reporting to the Chief Technology Officer, you will have a wider range of responsibilities than an Product Support Specialist at a typical company. Your responsibilities will range from fielding support questions and empathizing with users, to ensuring that new features work as expected, to recommending new features and processes to make the experience even better. Over time, you will be expected to help us build out our support team and processes. There is a ton of room for growth in this role. Braven is a nimble, fast-paced startup environment where the work evolves quickly and no day is the same as the day before. This should excite you!
What You’ll Do:
Learn the digital systems inside and out in order to be able to investigate, triage, and resolve issues with them
Work directly with all users including students, staff, and volunteers to empathize with, support, and resolve their issues
Collaborate with engineering and product management to shape, support, and test new enhancements and projects that make the user experience better
Bring the voice of the field to the engineering team giving them the perspective required to deliver an impactful user experience by continuously evaluating pain points and identifying opportunities to resolve them
Respond in a timely manner to users when they have issues as well as propose new processes to make this support easier going forward
Support new feature launches including training, documentation and answering questions
Identify and managing special projects based on team needs and individual skills and passions
Experience, Skills, and Traits:
Bachelor's degree and 0-3 years of experience in a role that requires excellent customer service
Empathetic problem solver - compassionate and eager to help others, both our end users and people on our team
Scrappy - you’re willing to get your hands dirty and do whatever it takes to achieve your end goals, you recognize that no day will be like the day before and are flexible to jump on the highest priority thing even if you didn’t see it coming
Self-Starter - when you identify problems, you act on them; you don’t need direction to have impact
Comfort with data and technology - you can make sense of a dataset, aren’t scared of learning new technical skills like reading server logs or setting up a new service, like an IT support ticketing system
Systems thinker - you should recognize patterns and aim to solve problems in ways that have multiplier effects rather than simply fighting individual fires
Leadership - you don’t drop balls, you fully own the achievement of your goals and the success of your projects, you are able to prioritize amongst a large body of tasks big and small, you exhibit strong judgement on when to act alone and when to seek input to make decisions
We as an organization value the longevity of our employees and offer a comprehensive and competitive benefits plan. The salary for this position is also competitive and depends on your prior work experience. Please be advised, you will have an opportunity to discuss salary in more detail after you begin the application process.
Braven is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor. We encourage talented individuals of all backgrounds to apply.