Amplify Education logo
Amplify Education

Amplify Education provides digital products and professional services that empower students, teachers, and parents to approach K-12 education in new ways. The A

Support Services Analyst

Location

United States

Posted

8 days ago

Salary

$50K - $52K / year

Seniority

Junior

High School1 yr expEnglish

Job Description

• Provide high-quality, timely support to Amplify customers via incoming calls, emails, voicemail, and chat sessions across multiple platforms and systems • Employ effective questioning techniques and strong attention to detail to validate the customer’s issue and provide an accurate, timely resolution with empathy • Create and track support tickets for each issue with a high level of detail, log all contacts, properly categorize issues, and follow up appropriately • Effectively manage a high volume of support tickets • Research solutions to customer questions and problems using Amplify’s Knowledge Base and other available resources • Manage a small team of contracted agents during peak onboarding season; support training, provide coaching, and handle discrete escalations. • Review and approve timecards for contractors, monitor overtime, and ensure adherence to scheduled hours. • Effectively collaborate and communicate with leadership and other team managers to share best practices and improve the overall performance of the Support Services team.

Job Requirements

  • High school diploma or equivalent
  • 1+ years experience using Google Suite products
  • 1+ years experience working in the Customer Service field
  • Experience in an IT/Help Desk Support environment (preferred)
  • Experience with CRM, chat, and telephony tools (e.g., Salesforce, TalkDesk) (preferred)
  • Computer proficiency using Apple/Macbook products (preferred)

Benefits

  • 401(k) plan
  • Competitive health insurance and mental health options
  • Basic life insurance
  • Paid time off
  • Parental leave
  • Access to best-in-class development programs

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