Associate Customer Support Analyst

IXL Learning•Raleigh, NC

4d•Hybrid

About The Position

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 an associate customer support analyst, you will be part of a small team responsible for managing relationships and providing service to existing and prospective tutors, parents and students. #LI-MM1 This is a full-time position in our Raleigh, NC office. There are several shifts available for this role (all EST): Monday-Friday from 11:00am-8:00pm, Monday-Friday from 10:00am-7:00pm, Tuesday-Saturday from 9:00am-6:00pm, Tuesday-Friday from 10:00am-7:00pm & Saturday 9:00am-6pm, or Sunday-Thursday from 9:00am-6:00pm. Each shift includes the option to work from home 1 day. 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 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

Requirements

BA/BS degree
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

Responsibilities

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