Edtech.com's Summary

IXL Learning is hiring a Customer Support Analyst for Rosetta Stone. The role involves handling technical support and product usage questions from customers, analyzing and diagnosing issues, and maintaining high levels of product expertise. The successful candidate will also communicate solutions effectively, document customer interactions, and ensure timely resolution of inquiries.

Highlights

Manage incoming technical support requests via phone, email, and chat.
Analyze and troubleshoot customer queries for product success.
Consult with internal teams for solutions.
Document customer interactions in CRM tools.
Maintain professionalism and high service standards.
BA/BS degree preferred.
0-2 years of customer support experience required.
Strong analytical and communication skills necessary.
Full-time position with career development opportunities.

Customer Support Analyst, Rosetta Stone Full Description

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 #li-DE1

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.

Original Job Description

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 #li-DE1

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

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Customer Support Analyst, Rosetta Stone

Edtech.com's Summary

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