Bilingual (Spanish) Associate Customer Support Analyst, Rosetta Stone Position Available In Wake, North Carolina

Bilingual (Spanish) Associate Customer Support Analyst, Rosetta Stone
Raleigh, NC
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 Rosetta Stone Product Support Team. Rosetta Stone’s consumer offerings help language learners worldwide build the fluency and confidence to succeed in their everyday lives. 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 handle incoming technical support and product usage questions from customers, identifying product issues and relaying them to the development team. #LI-RD1
This is a full-time position in our Raleigh, NC area office. The work schedule for this role is Monday-Friday in the office with the option to work from home one day per week.

WHAT YOU’LL BE DOING

Develop and maintain a high level of product expertise
Analyze, diagnose and troubleshoot technical support requests from learners via phone, email and chat to ensure success with our products
Provide timely resolution to customers’ product usage inquiries by consulting with Product, Engineering and IT teams to find solutions and workarounds
Communicate solutions to customers as necessary
Document customer interactions using internal CRM tools by recording up-to-date customer information and tracking major trending issues affecting all users
Maintain a high level of professionalism with each customer while completing related requests successfully and promptly
Other duties as assigned

WHAT WE’RE LOOKING FOR BA/BS

degree preferred Bilingual in English and Spanish, both verbal and written
0-2 years of customer support experience
Strong written and verbal communication skills
Excellent analytical, diagnostic and troubleshooting skills
Ability to prioritize tasks and work efficiently
Energetic and positive person who works well both independently and in a collaborative group setting
Detail-oriented and exceptionally organized
Quick learner who demonstrates initiative
Proficient in Microsoft Excel

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