Technical Support Analyst (Raleigh, NC)

IXL Learning - Raleigh, North Carolina - 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 technical support team. At IXL, we are focused on providing the best customer service possible, ensuring our customers have success using our software applications.

In this role, you will work closely with our customer support team, providing technical and non-technical solutions to advanced customer questions. 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. The ideal candidate will have experience providing technical software application support and assisting customers via phone and email. 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

  • Develop and maintain a high level of product expertise
  • Troubleshoot issues & provide expert knowledge of our products to the customer
  • Investigate escalated product and technical support requests
  • Consult with product and engineering teams to find solutions to technical issues
  • Communicate solutions to internal teams and customers as necessary
  • Identify, reproduce, prioritize, and create bug reports
  • Revisit and maintain bug reports in issue-tracking software
  • Create and maintain product documentation for internal teams and customers
  • Compile and communicate customer feedback to internal stakeholders
  • Facilitate cross-team collaboration on various support-owned projects, including technical questionnaires from prospective customers

WHAT WE’RE LOOKING FOR

  • BA/BS degree required
  • 3+ years of prior web application support and customer service experience in a technical support or client-facing environment is strongly preferred
  • Strong written and oral communication skills
  • Strong experience supporting and troubleshooting Web technologies
  • Excellent analytical and diagnostic skills
  • Experience with documenting and tracking resolution in ticket management and/or customer relationship systems to facilitate trouble resolution
  • Experience with Salesforce Service Console and Atlassian Jira a plus.
  • Energetic, positive person who works well independently and with a team
  • Self-motivated, detail-oriented and exceptionally organized

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 500,000 teachers deliver personalized instruction, and empower over 12 million students to achieve new learning milestones every day.

At IXL, we’re passionate about our mission of creating the best educational technology that improves learning for all students. We bring that same passion to creating a workplace that values diversity on the basis that all of us bring a unique perspective and experience that advances IXL’s mission.

We strive to increase diversity in race, ethnicity, gender, age, sexual orientation, and physical or mental ability and to continually promote a work environment where everyone, from any background, can do their best work.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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