Edtech.com's Summary

IXL Learning is hiring a Customer Support Analyst for their Wyzant product. The role involves providing technical and product support, managing customer relationships, resolving complex issues, and collaborating with the team to deliver a seamless customer experience.

Highlights

Provide product and technical support via phone and email to Wyzant tutors, parents, and students.
Manage customer information using Salesforce during and after interactions.
Focus on first-contact resolution and deliver exceptional customer service with empathy and positivity.
Collaborate with team members to maintain consistent services and identify process improvements.
Required to work Monday to Friday, 11:00am - 7:00pm CT, with potential paid overtime and holiday coverage.
Base pay range is $19 - $22 per hour plus benefits, depending on skills, experience, and location.
BA/BS degree required with 0-2 years of customer-facing experience preferred.
Excellent written and interpersonal communication skills, critical thinking, and basic technical troubleshooting abilities needed.
Use Salesforce software for customer relationship management.
Work within the Customer Services department at IXL Learning, the largest EdTech company in the U.S.

Customer Support Analyst, Wyzant 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 customer support team for our Wyzant product. As a customer support representative, you will be part of a small team responsible for managing relationships and providing service to existing and prospective tutors, parents and students.

#LI-RD1

This is a full-time position in our Chicago, IL 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

Provide product and technical support as part of an exceptional customer experience team via phone and email support
Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
Strive for first-contact resolution with each interaction
Manage customer information in Salesforce during and after each correspondence
Resolve complex and heightened user concerns with a positivity and empathy
Demonstrate superior judgment, patience and attentiveness in all communication and interactions
Collaborate with other team members to ensure consistent and seamless services to Wyzant customers while also exercising great time management skills and task prioritization
Proactively surface trends for continuous process improvement
Deliver exceptional quality while meeting and exceeding team and individual benchmark metrics
Learn and execute technical and operational processes

WHAT WE’RE LOOKING FOR

BA/BS degree
0-2 years experience in a customer facing position
Demonstrated excellent written communication skills and superior attention to detail
Excellent interpersonal communication skills, ability to utilize empathy and patience
Ability to think critically and creatively in order to proactively and independently solve problems
Willingness to master basic technical troubleshooting assistance
Motivation to meet and exceed expectations in a metrics driven environment
A drive to learn, collaborate and be a team player
Maintain a positive and professional attitude and outlook with customers and coworkers

HOURS

Monday-Friday, 11:00am - 7:00pm CT. Training hours may differ
Paid overtime may be required
Holiday coverage may be required, based on department needs

Our pay ranges are determined by role, level, and location. The base hourly rate for this full-time position is $19 - $22 per hour + benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire pay ranges for the position. 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
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

This is a full-time position in our Chicago, IL 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

Provide product and technical support as part of an exceptional customer experience team via phone and email support
Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
Strive for first-contact resolution with each interaction
Manage customer information in Salesforce during and after each correspondence
Resolve complex and heightened user concerns with a positivity and empathy
Demonstrate superior judgment, patience and attentiveness in all communication and interactions
Collaborate with other team members to ensure consistent and seamless services to Wyzant customers while also exercising great time management skills and task prioritization
Proactively surface trends for continuous process improvement
Deliver exceptional quality while meeting and exceeding team and individual benchmark metrics
Learn and execute technical and operational processes

WHAT WE’RE LOOKING FOR

BA/BS degree
0-2 years experience in a customer facing position
Demonstrated excellent written communication skills and superior attention to detail
Excellent interpersonal communication skills, ability to utilize empathy and patience
Ability to think critically and creatively in order to proactively and independently solve problems
Willingness to master basic technical troubleshooting assistance
Motivation to meet and exceed expectations in a metrics driven environment
A drive to learn, collaborate and be a team player
Maintain a positive and professional attitude and outlook with customers and coworkers

HOURS

Monday-Friday, 11:00am - 7:00pm CT. Training hours may differ
Paid overtime may be required
Holiday coverage may be required, based on department needs

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, Wyzant

Edtech.com's Summary

Customer Support Analyst, Wyzant Full Description

Senior Technical Support Advisor

Senior Technical Support Advisor

Senior Technical Support Advisor

Senior Technical Support Advisor

Senior Technical Support Advisor