Customer Support Analyst, Emmersion

IXL Learning, a leading edtech company with products used by 14 million students worldwide, is seeking an upbeat, customer-focused and analytical individual to join our Emmersion Product Support Team. Emmersion’s offering helps our clients identify top communicators with automated assessments that are fast, easy, and reliable. 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 clients and test-takers, identifying product issues and relaying them to the development team.

This position is a full-time, non-sales hourly position (40 hours per week) based out of our Harrisonburg, VA office with a hybrid work model.

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 and email 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 preferred
• 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

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.

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 900,000 teachers deliver personalized instruction, and empower over 14 million students to achieve new learning milestones every day.