Customer Support Representative, Wyzant (Chicago, IL)

IXL Learning - Chicago, Illinois - 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 for our Wyzant product. As a customer support representative, you will be part of a small team responsible for managing relationships and providing service to existing and prospective tutors, parents and students.

WHAT YOU’LL BE DOING

  • Provide product and technical support as part of an exceptional, full life cycle customer experience via multi-channel support (phone, email and chat)
  • Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
  • Strive for first-contact resolution with each interaction.
  • Manage customer information in Zendesk during and after each correspondence
  • Resolve complex and heightened user concerns with a positivity and empathy
  • Demonstrate superior judgement, patience and attentiveness in all communication and interactions
  • Collaborate with other team members to ensure consistent and seamless services to Wyzant customers while also exercising time management and task prioritization
  • Proactively surface trends for continuous process improvement
  • Deliver exceptional quality, meet and exceed team and individual benchmark metrics
  • Learn and execute technical processes and sensitive situations

WHAT WE’RE LOOKING FOR

  • BA/BS degree
  • 0-2 years experience in a customer facing position
  • Demonstrated excellent written communication skills and superior attention to detail
  • Excellent interpersonal communication skills, ability to utilize empathy and patience
  • Ability to think critically and creatively in order to proactively and independently solve problems
  • Willingness to master basic technical troubleshooting assistance
  • Motivation to meet and exceed expectations in a metrics driven environment
  • A drive to learn, collaborate and be a team player
  • Maintain a positive and professional attitude and outlook with customers and coworkers
  • Ability to work one weekend day per week after training (40 hour work week)

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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