Application Support Analyst

IXL Learning - Raleigh, NC - Full time

IXL Learning, a leading edtech company with software products used by 10 million students worldwide, is seeking an upbeat, customer-focused, and analytical individual to join our technical support team. At IXL, we are focused on providing the best customer service to support customers using our web and mobile applications.

In this role, you will use your communication skills to effectively explain technical and non-technical 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.

If you are a former or current K-12 teacher leveraging technology in your classroom, we encourage you to apply.

This position is for a full-time Technical Support Analyst to help support our educational software applications for our growing number of customers.

WHAT YOU’LL BE DOING

  • Offer ongoing support to customers via phone, chat, and e-mail to perform initial diagnosis, take actions to correct problems and to ensure customers’ success with our products
  • Troubleshoot with customers and consult with our development team to find solutions to technical issues
  • Provide updates and information to customers on the current status or resolution of the reported technical issue
  • Provide expert knowledge of our products to the customer
  • Identify, analyze, and report product bugs and customer enhancement requests

WHAT WE’RE LOOKING FOR

  • BA/BS degree required
  • 3-5 years of prior web application support and customer service experience in a technical support or client-facing environment
  • Prior classroom teaching experience in a K-12 setting much preferred
  • Prior experience using IXL in your classroom a plus
  • Strong written and oral communication skills
  • Strong experience supporting and troubleshooting Web technologies
  • Excellent analytical and diagnostic skills
  • Experience with documenting and tracking resolution in ticket management and/or customer relationship systems to facilitate trouble resolution
  • Energetic, positive person who works well independently and with a team
  • Self-motivated, detail-oriented and exceptionally organized
  • Willingness to work different shifts

ABOUT IXL LEARNING

IXL Learning is a leading educational technology company on a big mission: creating innovative learning experiences that help all learners reach their full potential. IXL's comprehensive curriculum and insightful analytics help more than 500,000 teachers deliver personalized instruction, and empower over 10 million students to achieve new learning milestones every day.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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