Support Services Analyst, International (Contractor)

A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 10 million students in all 50 states. For more information, visitamplify.com.

The Support Services Analyst is the initial point of contact for customers reporting issues or making inquiries into Amplify's suite of products and systems. The role ensures that all products are working as intended and that issues are resolved promptly.

Our ideal candidate has prior customer service experience and is technically savvy. We're looking for teammates who love collaboration, welcome feedback, and who are quick, eager, and confident when learning new things. Because we're so fond of our customers, it's also important that we find a person who is a strong and personable communicator and able to convey helpfulness and empathy over the various platform channels.

Responsibilities of the Support Services Analyst:

• Provide high-quality, timely support to Amplify customers via incoming calls, emails, voicemail, and chat sessions across multiple platforms and systems.

• Utilize good questioning techniques and 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 Knowledge Base and other available resources.

• Collaborate with teammates and other departments when working toward issue resolution.

• Develop expertise with Amplify's suite of products and systems.

Basic Qualifications of the Support Services Analyst:

• High School diploma or equivalent.

• Work hours that support global customers, particularly those based in Western Asia and Australia.

• 1+ years experience using Google Suite products.

• 1+ years experience working in the Customer Service field.

• Must reside in the United States.

Preferred Qualifications of the Support Services Analyst:

• Degree in Computer Information Technology or Education.

• Experience in an IT/Help Desk Support environment.

• Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail.

• Outstanding written and verbal communication and research skills, ability to read and interpret instructional and technical documentation (instructional and technical writing experience a plus).

• Experience in tools such as Salesforce (CRM), Intercom (Chat), and TalkDesk (phone).

• Computer proficiency using Apple/Macbook products.

Compensation:
The hourly rate range for this role is $20.00 - $23.00.

We celebratediversityand are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from adiversecandidate pool.

Amplify is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

Amplify Education, Inc. is an E-Verify participant.

If selected, a background check will be required. As required by state and local laws and district policies, you may also be required to provide additional documentation, such as proof of vaccination or submit to enhanced background screening, including fingerprints.