Primary Support Representative

Lexia Learning - Concord, Massachusetts - Full time

We Are Customer Success

Lexia Learning, a Rosetta Stone Company, is a highly respected developer of technology-based reading programs for all students in Pre-K–Grade 5 and at-risk students in Grades 6–12. Together, Lexia and Rosetta Stone provide the most extensive suite of products to help students learn to read and speak English. Lexia’s Customer Success team is seeking an experienced Primary (Technical) Support Representative to handle our customer's technical issues. Reporting to our Director of Support and Customer Care, this candidate will a contributor to our continuous efforts in providing excellent client support!

This position is located in our Concord, MA office.

You are a Primary Support Representative:

● Reports to: Manager, Customer Support - We help people who help kids learn to read

● Primary responsibility: Responds to Lexia customer requests, via phone and email, 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, both external and internal

● 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

Candidate Requirements:

● 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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Customer Implementation / Customer Success

Experience Level

Entry Level

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