Customer Support Analyst Position Available In Wake, North Carolina

Customer Support Analyst
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 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. #LI-NF1
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 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
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