What are the responsibilities and job description for the Associate Customer Support Analyst position at IXL Learning and Careers?
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 Wyzant product. As an associate customer support analyst, you will be part of a small team responsible for managing relationships and providing service to existing and prospective tutors, parents and students. #LI-MM1
This is a full-time position in our Raleigh, NC office. There are several shifts available for this role (all EST): Monday-Friday from 11:00am-8:00pm, Tuesday-Friday from 10:00am-7:00pm & Saturday 9:00am-6pm, or Sunday-Thursday from 9:00am-6:00pm. Each shift includes the option to work from home 1 day.
WHAT YOU'LL BE DOING
- Provide product and technical support as part of an exceptional customer experience team via phone and email support
- 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 Salesforce 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 great time management skills and task prioritization
- Proactively surface trends for continuous process improvement
- Deliver exceptional quality while meeting and exceeding team and individual benchmark metrics
- Learn and execute technical and operational processes
WHAT WE'RE LOOKING FOR
- BA/BS degree
- 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
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.