IXL Learning
Customer Support Analyst, Rosetta Stone
Edtech.com's Summary
- Provide exceptional customer and technical support for Rosetta Stone language learners
- Develop deep product knowledge to assist users effectively
- Troubleshoot and diagnose technical issues promptly
- Communicate product updates and solutions clearly via email and phone
- Collaborate with Product, Engineering, and Account Management teams
- Document customer interactions accurately in CRM systems
- Bachelor’s Degree required
- Minimum of 1 year experience in a customer-facing corporate role
- Strong communication, analytical, diagnostic, and troubleshooting skills
- Work schedule is Monday-Friday with option for one remote day per week
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 Stoneâs consumer offerings help individual language learners worldwide build the fluency and confidence to succeed in their everyday lives. At IXL, weâre dedicated to being the support system our customers need to truly thrive using our products.
In this role, youâll support our individual Rosetta Stone language learners - helping them with subscription and billing questions, technical fixes, or tips on getting the most out of their experience. #LI-RD1
This is a full-time, hourly position in our Raleigh, NC area 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
- Deliver exceptional service and technical support to customers, ensuring a positive and professional experience
- Develop and maintain in-depth product expertise to effectively assist learners and resolve issues
- Analyze, diagnose, and troubleshoot technical support requests from users in a timely manner
- Communicate key product features, updates, and solutions clearly via email and phone
- Collaborate with Product, Engineering, and Account Management teams to identify solutions for customer issues
- Document all customer interactions in internal CRM systems, maintaining accurate records and tracking recurring issues impacting users
- Maintain a high level of professionalism while managing multiple customer requests efficiently
- Successfully complete assigned projects and support initiatives within established timelines
WHAT WE'RE LOOKING FOR
- Bachelorâs Degree
- 1+ years experience in a customer-facing role in a corporate setting
- 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
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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