Customer Support Analyst

IXL Learning - Raleigh, North Carolina - Full time

IXL Learning, a leading edtech company with software products used by 14 million students worldwide, is seeking an upbeat, customer-focused, and analytical individual to join our customer support team. 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 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 level Customer Support Analyst to help support our growing number of customers.

*This is a full time position in our Raleigh, NC office with a hybrid work schedule.*

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
  • 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

#li-hybrid

IXL Learning anticipates that the hourly pay rate for this position could range from between $20.00 - $27.00 per hour and will depend, in part, on the successful candidate’s credentials for the role, including education, qualifications, and type as well as length of experience. Any offered hourly pay rate is also be based on internal equity, internal pay ranges, market data, and the position’s wage range. The hourly pay rate range listed does not include any applicable bonuses or long-term incentives, differential pay or other forms of compensation or benefits. IXL Learning is a multistate employer and the rate of pay offered will be market competitive. At IXL Learning, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

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.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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