Customer Support Analyst, Rosetta Stone, Enterprise and Education (Harrisonburg, VA)

IXL Learning - Harrisonburg, Virginia - Full time

IXL Learning, developer of personalized learning products used by millions of people globally, is seeking an upbeat, customer-focused and analytical individual to join our Rosetta Stone Product Support Team. Rosetta Stone’s K-12 and Enterprise offerings help language learners worldwide build the fluency and confidence to succeed in their everyday lives. At IXL, we are focused on providing the best customer service possible, ensuring our customers have success using our software applications.

The Enterprise & Education (E&E) Customer Support team is principally responsible for attending to incoming technical support inquiries from clients and internal stakeholders, identifying product Issues and relaying them to the development team. The team is also responsible for delivering Enhanced Services such as specialized reporting or registration to clients who have purchased these services.

This position is a full-time non-sales hourly position (40 hours per week) in Rosetta Stone’s Harrisonburg, VA office.

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, email and chat to ensure success with our products
  • Assist with case escalations from at-risk clients by providing attentive and efficient technical assistance in coordination with the E&E Sales and Client Services teams
  • Support the Product, Engineering and IT teams by tracking bugs, enhancement requests and typical client technical architecture to improve the product and find solutions or workarounds for current issues reported by users
  • Help test software updates and new product releases
  • 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

WHAT WE'RE LOOKING FOR

  • BA/BS degree
  • 0-2 years of customer support experience
  • Background in education and/or educational technology is preferred
  • 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

ABOUT IXL LEARNING

IXL Learning is the country's largest EdTech company. We reach millions of learners through our diverse range of products. For example:

  • 1 in 4 students in the United States uses IXL.com
  • Rosetta Stone provides an immersive learning experience for 25 languages
  • Wyzant is the nation's largest community of tutors, covering 300+ subjects
  • Teachers Pay Teachers (TPT) is a comprehensive marketplace for millions of educator-created resources

Our mission is to create innovative products that will make a real, positive difference for learners and educators and we're looking for passionate, mission-minded people to join us in achieving this goal. We have a unique culture at IXL that fosters collaboration and the open exchange of ideas. We value our team and treat one another with kindness and respect. We approach our work with passion, tenacity, and authenticity. We find it immensely satisfying to develop products that impact the lives of millions and we are eager to have you join our team.

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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