Customer Support Analyst, Rosetta Stone
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 Rosetta Stone Product Support Team. Rosetta Stone’s consumer offerings help individual language learners worldwide build the fluency and confidence to succeed in their everyday lives. At IXL, we’re dedicated to being the support system our customers need to truly thrive using our products. In this role, you’ll 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 position in our San Mateo, CA headquarters office. The work schedule for this role is Monday-Friday in the office with the option to work from home one day per week.
Requirements
- Bachelor’s 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
Responsibilities
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
1,001-5,000 employees
