IXL Learning, a leading EdTech company with software products used by over 15 million students worldwide, is seeking an upbeat, customer-focused, and analytical individual to join our customer support team for our Wyzant 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-DE1

WHAT YOU'LL BE DOING

* Provide product and technical support as part of an exceptional, full life cycle customer experience via multi-channel support (phone, email and chat) #LI-HYBRID

* Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience

* Strive for first-contact resolution with each interaction.

* Manage customer information in Zendesk during and after each correspondence

* Resolve complex and heightened user concerns with a positivity and empathy

* Demonstrate superior judgment, patience and attentiveness in all communication and interactions

* Collaborate with other team members to ensure consistent and seamless services to Wyzant customers while also exercising time management and task prioritization

* Proactively surface trends for continuous process improvement

* Deliver exceptional quality, meet and exceed team and individual benchmark metrics

* Learn and execute technical processes and sensitive situations

WHAT WE'RE LOOKING FOR

* BA/BS degree

* 0-2 years experience in a customer facing position

* Demonstrated excellent written communication skills and superior attention to detail

* Excellent interpersonal communication skills, ability to utilize empathy and patience

* Ability to think critically and creatively in order to proactively and independently solve problems

* Willingness to master basic technical troubleshooting assistance

* Motivation to meet and exceed expectations in a metrics driven environment

* A drive to learn, collaborate and be a team player

* Maintain a positive and professional attitude and outlook with customers and coworkers

* Ability to work one weekend day per week after training (40 hour work week)

HOURS

* Schedule will change based on department needs after completion of training and will include 1 weekend day per week

* Paid overtime may be required

* Holiday coverage may be required, based on department needs