Technical Support Analyst (Raleigh-Durham Area)

IXL Learning - Raleigh, NC - Full time

IXL Learning, a leading edtech company with products used by 7 million students worldwide, is seeking an upbeat, customer-focused, and analytical individual to join our technical support team. In this role, you will use your communication skills to effectively explain technical 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 Technical Support Analyst to help support our growing number of customers.

The ideal candidate will have experience working with technology and assisting customers. This person must be well-organized and extremely personable. We are looking for a self-starter that will help support our rapidly growing customer base.

WHAT YOU’LL BE DOING

  • Offer ongoing support to customers via phone, chat, and e-mail to ensure their success with our products
  • Troubleshoot with customers and consult with our engineering team to find solutions to technical issues
  • Provide expert knowledge of our products to the customer
  • Identify, analyze, and report product bugs and customer enhancement requests

WHAT WE’RE LOOKING FOR

  • BA/BS degree required
  • 1-2 years of prior software application support and customer service experience a must
  • Strong written and oral communication skills
  • Strong knowledge of Web technologies
  • Excellent analytical, diagnostic and troubleshooting 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, self-motivated and exceptionally organized
  • Quick learner who demonstrates initiative

ABOUT IXL LEARNING

IXL Learning is a leading educational technology company on a big mission: creating innovative learning experiences that help all learners reach their full potential. IXL's comprehensive curriculum and insightful analytics help more than 400,000 teachers deliver personalized instruction, and empower over 7 million students to achieve new learning milestones every day.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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