Strategic Services Support Analyst

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 15 million students in all 50 states. For more information, visitamplify.com.

Job Description:

The Strategic Services Customer Support Analyst serves as the primary point of contact for Amplify's strategic customers, providing high-touch technical support and issue resolution across Amplify's suite of products and systems. This role ensures a seamless customer experience by resolving inquiries promptly and maintaining strong relationships with key accounts.

The ideal candidate has prior customer service experience, strong technical aptitude, and a heightened sense of urgency with exceptional attention to detail. This individual thrives in a collaborative environment, welcomes feedback, and demonstrates confidence when learning new systems. Strong communication skills are essential, with the ability to convey empathy and professionalism across phone, email, and chat interactions.

Essential Responsibilities:

• Deliver high-touch, white-glove support to Amplify Strategic Accounts customers.

• Provide technical support to specific Amplify customers via incoming calls, emails, and chat sessions across multiple platforms and systems.

• Partner closely with the Strategic Technical Onboarding team.

• Create and track support tickets for each issue with high-level detail, log all contacts, properly categorize issues, and follow up appropriately.

• Manage a high volume of support tickets while maintaining quality and responsiveness.

• Research solutions to customer questions and problems using the Knowledge Base or other relevant materials and provide timely follow-up for unresolved issues.

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

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

• Provide actionable insights to improve the strategic customer support experience.

• Develop and manage key relationships with strategic customers.

Minimum Qualifications:

• High school diploma or equivalent

• 1+ years of experience using Google Workspace tools

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

• 1+ years of experience in Educational Technology

Preferred Qualifications:

• Degree in Computer Information Technology or Education

• Experience in an IT/Help Desk Support environment

• Ability to manage multiple priorities while maintaining exceptional attention to detail and customer care.

• Outstanding written and verbal communication and research skills, ability to read and interpret instructional and technical documentation

• Experience with PowerSchool, Clever, Canvas, Infinite Campus, Schoology, or Amplify's product line.

• Experience with the Jira Platform.

What we offer:
Salary is only one component of the Amplify Total Rewards package, which includes a 401(k) plan, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. The gross salary range for this role is $50,000 - $55,000. This role is eligible to earn an annual discretionary bonus that rewards individual and company performance.

Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status.

Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email hiringaccommodations@amplify.com.

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

Amplify is an E-Verify participant.