Customer Support Analyst, Rosetta Stone
IXL Learning, developer of personalized learning products used by millions of people globally, is seeking an upbeat, customer-focused and analytical individual to join our Rosetta Stone Product Support Team. Rosetta Stone’s consumer offerings help language learners worldwide build the fluency and confidence to succeed in their everyday lives. At IXL, we are focused on providing the best customer service possible, ensuring our customers have success using our software applications. #LI-NF1
In this role you will handle incoming technical support and product usage questions from customers, identifying product issues and relaying them to the development team.
This is a full-time position in our Harrisonburg, VA office.
WHAT YOU’LL BE DOING
- Develop and maintain a high level of product expertise
- Analyze, diagnose and troubleshoot technical support requests from learners via phone, email and chat to ensure success with our products
- Provide timely resolution to customers' product usage inquiries by consulting with Product, Engineering and IT teams to find solutions and workarounds
- Communicate solutions to customers as necessary
- Document customer interactions using internal CRM tools by recording up-to-date customer information and tracking major trending issues affecting all users
- Maintain a high level of professionalism with each customer while completing related requests successfully and promptly
- Other duties as assigned
WHAT WE’RE LOOKING FOR
- BA/BS degree
- 0-2 years of customer support experience
- Strong written and verbal communication skills
- Excellent analytical, diagnostic and troubleshooting skills
- Ability to prioritize tasks and work efficiently
- Energetic and positive person who works well both independently and in a collaborative group setting
- Detail-oriented and exceptionally organized
- Quick learner who demonstrates initiative
ABOUT IXL LEARNING
IXL Learning is the country's largest EdTech company. We reach millions of learners through our diverse range of products. For example:
- 1 in 4 students in the United States uses IXL.com
- Rosetta Stone provides an immersive learning experience for 25 languages
- Wyzant is the nation's largest community of tutors, covering 300+ subjects
- Teachers Pay Teachers (TPT) is a comprehensive marketplace for millions of educator-created resources
Our mission is to create innovative products that will make a real, positive difference for learners and educators and we're looking for passionate, mission-minded people to join us in achieving this goal. We have a unique culture at IXL that fosters collaboration and the open exchange of ideas. We value our team and treat one another with kindness and respect. We approach our work with passion, tenacity, and authenticity. We find it immensely satisfying to develop products that impact the lives of millions and we are eager to have you join our team.
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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By
IXL Learning
At IXL Learning, we are passionate about improving learning for all. We apply technology in thoughtful and innovative ways to unlock learners' innate curiosity, creativity and desire for knowledge. We develop great products that define new possibi...
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