Customer Support Analyst (Raleigh, NC)

IXL Learning - Raleigh, North Carolina - Full time

IXL Learning, a leading edtech company with software products used by 12 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 junior level Customer Support Analyst to help support our growing number of customers.

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
  • 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.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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