Strategic Service Analyst

3 weeks ago

NY United States Disability Solutions Full time
A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 10 million students in all 50 states. For more information, visit amplify.com.

The Strategic Services Analyst role is a unique opportunity to support Amplify’s growing strategic customer base as the initial point of contact for strategic customers reporting issues or making inquiries into Amplify’s suite of products and systems. The role ensures that all products are working as intended and that issues are resolved promptly.

Our ideal candidate will have prior customer service experience and be technically savvy with a heightened sense of urgency and critical attention to detail. We’re looking for teammates who love collaboration, welcome feedback and who are quick, eager and confident when learning new things. Because we’re so fond of our customers, it’s also important that we find a person who is a strong and personable communicator and able to convey helpfulness and empathy over the phone and through email and chat.

**This is a contract role. Contract length is 6/3/2024 - 9/30/2024**

"Amplify’s COVID-19 vaccination policy requires all staff to provide proof of vaccination for in-person meetings unless an approved exemption is provided."

Responsibilities:
  • Provide technical support to specific Amplify customers via incoming calls, emails, and chat sessions across multiple platforms and systems.
  • Work hand in hand with the Strategic Technical Onboarding team.
  • Create and track support tickets for each issue with a high level of detail, log all contacts, properly categorize issues, and follow up appropriately.
  • Effectively manage a high volume of support tickets.
  • Research solutions to customer questions and problems using Knowledge Base or other relevant materials and provide timely follow-up for unresolved issues.
  • Collaborate with teammates and other departments when working towards issue resolution.
  • Demonstrate expertise with Amplify’s suite of products and systems.
  • Deliver white glove support for Amplify Strategic Accounts customers.
  • Provide actionable insights and modeling to improve our customer support experience.
  • Develop and manage key relationships with strategic customers.


Basic Qualifications:
  • High school diploma or equivalent
  • 1+ years experience using Google Suite products
  • 1+ year experience working in the Customer Service field
  • 1+ years experience in Educational Technology


Preferred Qualifications:
  • Degree in Computer Information Technology or Education
  • Experience in a IT/Help Desk Support environment
  • Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail
  • Outstanding written and verbal communication and research skills, ability to read and interpret instructional and technical documentation
  • Experience with Powerschool, Clever, Canvas, Infinite Campus, Schoology, or Amplify’s product line.


Compensation:

The hourly rate range for this role is $20.00-$23.00.

We celebratediversityand are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from adiversecandidate pool.

Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

Amplify Education, Inc. is an E-Verify participant.

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