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Amplify is a leader in K-12 education, providing next-generation curriculum and assessment solutions since 2000. The company serves over 15 million students across all 50 states, aiming to inspire rigorous and engaging learning processes in subjects such as English Language Arts (ELA), math, and science. Their tools help educators tailor their teaching to meet the diverse needs of students, ultimately supporting their educational journeys.
The Support Services Analyst position plays a critical role in delivering exceptional customer service for Amplify’s products. As the first point of contact for customers facing challenges, the individual in this role is responsible for resolving issues efficiently while fostering a positive customer experience. This job is ideal for someone with prior customer service experience who is tech-savvy and enjoys collaboration.
In the role of Support Services Analyst, the following responsibilities will be part of your daily tasks:
Provide high-quality, timely support through various customer interaction channels, including calls, emails, voicemails, and chat sessions.
Utilize effective questioning techniques to validate customer issues and deliver accurate solutions promptly and with empathy.
Create and track support tickets meticulously, ensuring all details are logged correctly for future reference and support follow-up.
Manage a small team of contracted agents during busy seasons, providing training, coaching, and handling escalated issues as necessary.
Collaborate and communicate effectively with leadership to share best practices and enhance the overall efficiency and effectiveness of the support team.
Develop expertise in Amplify’s suite of products to better assist customers and resolve their issues.
To be successful in this position, the ideal candidate should possess the following skills:
Excellent communication skills, both written and verbal, to articulate technical information clearly to customers and team members.
Strong attention to detail and problem-solving abilities, allowing for the accurate documentation and categorization of issues.
A proactive approach to learning and growth, with the ability to engage with new technologies confidently.
Leadership qualities to effectively manage a contractor team, ensuring all members are performing efficiently.
Familiarity with customer service tools, including CRM systems and telephony tools such as Salesforce and TalkDesk, will be advantageous.
Candidates should meet the following minimum requirements:
A high school diploma or equivalent qualification.
A minimum of one year of experience using Google Suite products.
At least one year of experience in a customer service role.
While these are not mandatory, candidates with the following experiences may have a competitive edge:
A Bachelor’s degree in IT, Education, Business, or a related field.
Experience working in an IT or Help Desk support environment.
Proficiency in Apple/Macbook products.
The salary for the Support Services Analyst role is between $50,000 and $52,000, which is competitive within the industry. This role also includes the potential for an annual discretionary bonus that rewards both individual and company performance. Additional components of the Amplify Total Rewards package include:
Amplify is an equal opportunity employer, which means they prioritize qualifications and merit in their hiring process, without discrimination based on race, color, religion, or other protected characteristics. They are committed to providing reasonable accommodations for individuals with disabilities throughout the hiring process.
The environment at Amplify fosters inclusiveness and collaboration. The company prides itself on building a strong team culture focused on best practices and continuous improvement, thus empowering its employees and contractors to grow while delivering top-notch service.
This Support Services Analyst position at Amplify is a fantastic opportunity for detail-oriented individuals who enjoy helping others and thrive in fast-paced environments. If you fit the criteria above and have a passion for education and customer service, consider applying for this role to join a forward-thinking, impactful organization.
This job offer was originally published on himalayas.app
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
