Associate Customer Support Analyst, Rosetta Stone

IXL; Harrisonburg (VA); Hybrid; USD 40,000 - 65,000; Full time

Job summary

An established industry player in EdTech is seeking a dynamic individual to join their Product Support Team. This exciting role involves providing exceptional customer support for innovative language learning products, ensuring users have the best experience possible. You will be responsible for troubleshooting technical issues, communicating solutions, and maintaining a high level of professionalism. If you're a positive, detail-oriented person who thrives in a collaborative environment, this opportunity could be the perfect fit for you. Join a team that values diversity and is committed to making a positive impact in education.

Qualifications

• 0-2 years of customer support experience preferred.
• Strong written and verbal communication skills are essential.

Responsibilities

• Analyze and troubleshoot technical support requests from customers.
• Document customer interactions using internal CRM tools.

Skills

Customer Support

Analytical Skills

Communication Skills

Troubleshooting

Organizational Skills

Detail-oriented

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

CRM Tools

Job description

Harrisonburg, VA

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-RD1

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.The work schedule for this role is Monday-Friday in the office with the option to work from home one day per week.

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

• 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

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.