Associate Customer Support Analyst

Responsibilities

• Provide ongoing support to customers via chat, phone, and email to ensure success with IXL products
• Troubleshoot technical issues and provide expert solutions or workarounds
• Analyze and replicate software issues to assist in the creation of detailed bug reports
• Develop and maintain high levels of product expertise to identify customer needs and best practices
• Create and maintain product documentation for both internal teams and customers
• Gather and share customer feedback and feature requests with engineering and product design teams

Requirements

• BA/BS degree required
• Strong written and oral communication skills
• Exceptional critical thinking, research, and problem-solving skills
• Highly organized and detail-oriented with the ability to prioritize tasks
• Ability to work efficiently both independently and as part of a team
• Experience in a customer-facing role in a corporate setting is preferred
• Teaching or tutoring experience is a plus

About the Company

IXL Learning is the country's largest EdTech company, reaching millions of learners through a diverse range of products including IXL, Rosetta Stone, Wyzant, and Teachers Pay Teachers. Our mission is to create innovative products that make a real, positive difference for learners and educators globally.