Customer Technical Support, Lexia Learning

Lexia Learning - Concord, Massachusetts - Full time

We Are Lexia Learning

We are Lexia Learning, a Rosetta Stone company. As one of the best-known and most highly respected reading-technology companies in the world, we are dedicated to empowering literacy educators and students through personalized learning and adaptive assessment. Lexia currently helps over 2.5 million K–12 students learn to read and we are looking for passionate, talented individuals to join our mission driven team.We are Customer Support - We help people who help kids learn to read!

The Customer Support team is looking to add a Primary Technical Support Representative to the team! Reporting to the Primary Support Supervisor, the Primary Technical Support Representative has a direct impact on our customers by providing technical customer support via phone, chat, and email.

This position is based in our Concord, MA headquarters location and does not have a remote capability.

Role Responsibilities

  • Responds to Lexia customer requests, via phone, email and chat, for technical support with Lexia products
  • Champions Lexia customers by reporting bugs and requesting features from our customers’ point of view
  • Works closely with Orders, Sales, Implementation, and Product teams to ensure great customer experience
  • Learns all Lexia products, in depth, in order to explain them to customers
  • Continually seeks to improve technical knowledge and service skills
  • Continually seeks to improve Lexia’s understanding of and service to its customers
  • Has direct impact in making our customers successful

About You

INITIATIVE:You consistently look to stay updated on your product and technical aptitude to ensure you are able to provide the best possible customer support.

ACCOUNTABLE:You hold yourself accountable for ensuring that customers are provided with the highest level of support and you are prepared with your product knowledge to problem solve quickly.

COLLABORATIVE:You enjoy working with other internal departments and understand the importance of a working together to ensure our customers are receiving the support needed.

ADAPTABLE: You are able to give confidence to those around you that you are able to handle changing customer needs by being adaptable and applying your experience as appropriate for the situation.About You:

  • Minimum 1-3 years experience in technical customer service
  • Superb communication skills, both written and spoken
  • Bachelor’s degree or equivalent experience
  • Familiarity with Software as a Service, web browser technologies, Excel
  • Familiarity with case tracking and customer relationship management software
  • SQL knowledge preferred
  • Education or EdTech experience preferred

At Rosetta Stone we speak, learn, and interact differently, we embrace and thrive on these differences! We deeply benefit from the diversity that each individual has to offer. We are dedicated to fostering a culture that celebrates unique backgrounds, ideas and experiences. Rosetta Stone is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, pregnancy, veteran status or any other status protected by federal, state or local laws. 

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Role

Customer Implementation / Customer Success

Experience Level

Entry Level

Lexia Learning

We are Lexia Learning - Empowering literacy educators through adaptive assessment and personalized instruction.

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