Customer Support Analyst

IXL Learning - San Mateo, California - Full time

IXL Learning, a leading edtech company with software products used by 13 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, and school administrators). You will also help parents purchase memberships and support their ongoing membership-related questions.

This position is for a full-time Customer Support Analyst to help support our growing number of customers.

This is a full time position in our San Mateo, CA office with a hybrid work schedule.

What You’ll Be Doing

  • Provide timely and knowledgeable assistance on product usage & billing related questions via chat, phone, and email
  • Respond to membership questions and assist customers with account inquiries, renewals, and changes courteously and professionally
  • Receive and process international wire transfers, money orders, and PayPal payments
  • Troubleshoot and problem solve customer issues and concerns, consulting with Technical Support team to find solutions to technical issues
  • Gather and share customer feedback internally to drive product development, service improvements and customer satisfaction

What We’re Looking For

  • BA/BS
  • 0-2 or more years of relevant experience
  • 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

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 850,000 teachers deliver personalized instruction, and empower over 13 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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