Customer Support Analyst

IXL Learning
United States, North Carolina, Raleigh
Dec 02, 2024
IXL Learning, developer of personalized learning products used by millions of people globally, is seeking an upbeat, customer-focused, and analytical individual to join our customer support team for our IXL product. As a customer support representative, you will be part of a small team responsible for managing relationships and providing service to existing and prospective tutors, parents and students. In this role, you will use your communication skills to effectively explain solutions to our customers (who are teachers, students, parents, school administrators, and corporate trainers). You will also work closely with the account management, engineering, and product design teams on continued initiatives to develop and improve IXL's products and services. This position is for a full-time junior level Customer Support Analyst to help support our growing number of customers. This is a full-time position in our Raleigh, NC office. #LI-TL2 WHAT YOU'LL BE DOING Develop and maintain a high level of product expertise Use your product expertise to identify customer needs and help customers with best practice use of IXL's software Offer ongoing support to customers via chat, phone, and email to ensure their success with our products Troubleshoot issues and provide expert solutions and workarounds Analyze and replicate software issues and create bug reports in JIRA to ensure resolution Create and maintain product documentation for internal teams and customers Gather customer feedback and feature requests to share with our Technical Support team to ensure it reaches internal stakeholders WHAT WE'RE LOOKING FOR BA/BS degree required 1+ years of customer service or teaching experience preferred Strong written and oral communication skills Exceptional critical thinking, research, and problem-solving skills Ability to prioritize tasks and work efficiently Energetic, mature, positive person who works well independently and with a team Detail-oriented and exceptionally organized Quick learner who demonstrates initiative Interest in K-12 education! Classroom/teaching experience is a plus ABOUT IXL LEARNING IXL Learning is the country's largest EdTech company. We reach millions of learners through our diverse range of products. For example: 1 in 4 students in the United States uses IXL.com Rosetta Stone provides an immersive learning experience for 25 languages Wyzant is the nation's largest community of tutors, covering 300+ subjects Teachers Pay Teachers (TPT) is a comprehensive marketplace for millions of educator-created resources Our mission is to create innovative products that will make a real, positive difference for learners and educators and we're looking for passionate, mission-minded people to join us in achieving this goal. We have a unique culture at IXL that fosters collaboration and the open exchange of ideas. We value our team and treat one another with kindness and respect. We approach our work with passion, tenacity, and authenticity. We find it immensely satisfying to develop products that impact the lives of millions and we are eager to have you join our team. At IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an Equal Opportunity Employer.