Associate Customer Support Analyst, New Grad

1 month ago

San Mateo, United States IXL Learning Full time

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. At IXL, we are focused on providing the best customer service possible, ensuring our customers have success using our software applications.

In this role, you will use your communication skills to effectively explain solutions to our customers (who are teachers, students, parents, and school administrators). You will also work closely with our account management, engineering, and product design teams on continued initiatives to develop and improve our products and services. #LI-DE1

This is a full-time entry-level Associate Customer Support Analyst position in our San Mateo, CA headquarters office to help support our growing number of customers. We encourage new college graduates to apply including the class of 2024.
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 to assist in the creation of bug reports
  • 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
  • Some experience in a customer facing role in a corporate setting is preferred
  • Teaching/tutoring experience is a plus
  • Strong written and oral communication skills
  • Exceptional critical thinking, research, and problem-solving skills
  • Ability to prioritize tasks and work efficiently
  • Energetic, positive person who works well independently and with a team
  • Detail-oriented and exceptionally organized
  • Quick learner who demonstrates initiative
  • Passion for improving education through technology
Our pay ranges are determined by role, level, and location. The base hourly rate for this full-time position is $25 - $26 per hour + benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire pay ranges for the position. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range for your preferred location during the hiring process.

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.

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