Customer Support Analyst, Rosetta Stone Consumer, New Grad

IXL Learning
United States, Virginia, Harrisonburg
135 West Market Street (Show on map)
Sep 13, 2024
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 language learners worldwide build the fluency and confidence to succeed in their everyday lives. At IXL, we are focused on providing the best customer service possible, ensuring our customers have success using our software applications. #LI-DE1 In this role you will handle incoming technical support and product usage questions from customers, identifying product issues and relaying them to the development team. This position is a full-time non-sales hourly position (40 hours per week) in Rosetta Stone's Harrisonburg, VA office. WHAT YOU'LL BE DOING Develop and maintain a high level of product expertise Analyze, diagnose and troubleshoot technical support requests from learners via phone, email and chat to ensure success with our products Provide timely resolution to customers' product usage inquiries by consulting with Product, Engineering and IT teams to find solutions and workarounds Communicate solutions to customers as necessary Document customer interactions using internal CRM tools by recording up-to-date customer information and tracking major trending issues affecting all users Maintain a high level of professionalism with each customer while completing related requests successfully and promptly Other duties as assigned WHAT WE'RE LOOKING FOR BA/BS degree 0-2 years of customer support experience 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 Proficient in Microsoft Excel ABOUT IXL LEARNING IXL Learning is the country's largest EdTech company. We reach millions of learners through our diverse range of products. For example: 1 in 4 students in the United States uses IXL.com Rosetta Stone provides an immersive learning experience for 25 languages Wyzant is the nation's largest community of tutors, covering 300+ subjects Teachers Pay Teachers (TPT) is a comprehensive marketplace for millions of educator-created resources Our mission is to create innovative products that will make a real, positive difference for learners and educators and we're looking for passionate, mission-minded people to join us in achieving this goal. We have a unique culture at IXL that fosters collaboration and the open exchange of ideas. We value our team and treat one another with kindness and respect. We approach our work with passion, tenacity, and authenticity. We find it immensely satisfying to develop products that impact the lives of millions and we are eager to have you join our team. At IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an Equal Opportunity Employer.