Associate Customer Support Analyst, New Grad

IXL; San Mateo (CA); On-site; Full time

Job summary

An established industry player in EdTech is seeking an enthusiastic Associate Customer Support Analyst to enhance customer experiences. This full-time entry-level role is perfect for new graduates eager to make a difference in education technology. You will be the voice of the company, using your communication skills to assist teachers, students, and parents in navigating the software. Collaborating closely with various teams, you will troubleshoot issues, gather feedback, and contribute to product improvements. Join a vibrant team dedicated to fostering a positive learning environment and making a significant impact on learners worldwide.

Qualifications

• Some experience in a customer-facing role is preferred.
• Strong written and oral communication skills are essential.

Responsibilities

• Develop and maintain a high level of product expertise.
• Provide ongoing support to customers via chat, phone, and email.

Skills

Customer Service

Communication Skills

Problem-Solving

Critical Thinking

Organizational Skills

Education

Bachelor's Degree

Job description

Associate Customer Support Analyst, New Grad

San Mateo, CA

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 customer 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 use your communication skills to effectively explain solutions to our customers (who are teachers, students, parents, and school administrators). You will also work closely with our account management, engineering, and product design teams on continued initiatives to develop and improve our products and services.

This is a full-time entry-level Associate Customer Support Analyst position in our San Mateo, CA headquarters office to help support our growing number of customers. We encourage new college graduates to apply including the class of 2025.

WHAT YOU’LL BE DOING

• Develop and maintain a high level of product expertise
• Use your product expertise to identify customer needs and help customers with best practice use of IXL’s software
• Offer ongoing support to customers via chat, phone, and email to ensure their success with our products
• Troubleshoot issues and provide expert solutions and workarounds
• Analyze and replicate software issues to assist in the creation of bug reports
• Create and maintain product documentation for internal teams and customers
• Gather customer feedback and feature requests to share with our Technical Support team to ensure it reaches internal stakeholders

WHAT WE’RE LOOKING FOR

• Some experience in a customer facing role in a corporate setting is preferred
• Teaching/tutoring experience is a plus
• Strong written and oral communication skills
• Exceptional critical thinking, research, and problem-solving skills
• Ability to prioritize tasks and work efficiently
• Energetic, positive person who works well independently and with a team
• Detail-oriented and exceptionally organized
• Quick learner who demonstrates initiative
• Passion for improving education through technology!

The base salary range for this full-time position is $25 - $26 per hour + benefits. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

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

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.