Customer Support Analyst

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 customer support team for our IXL product. As a customer support representative, you will be part of a small team responsible for managing relationships and providing service to existing and prospective tutors, parents and students.

In this role, you will use your communication skills to effectively explain solutions to our customers (who are teachers, students, parents, school administrators, and corporate trainers). You will also work closely with the account management, engineering, and product design teams on continued initiatives to develop and improve IXL’s products and services. 

This position is for a full-time junior level Customer Support Analyst to help support our growing number of customers.

This is a full-time position in our Raleigh, NC office.#LI-TL2

WHAT YOU’LL BE DOING

• Develop and maintain a high level of product expertise
• Use your product expertise to identify customer needs and help customers with best practice use of IXL’s software
• Offer ongoing support to customers via chat, phone, and email to ensure their success with our products
• Troubleshoot issues and provide expert solutions and workarounds 
• Analyze and replicate software issues and create bug reports in JIRA to ensure resolution
• Create and maintain product documentation for internal teams and customers
• Gather customer feedback and feature requests to share with our Technical Support team to ensure it reaches internal stakeholders

WHAT WE’RE LOOKING FOR 

• BA/BS degree required
• 1+ years of customer service or teaching experience preferred
• Strong written and oral communication skills
• Exceptional critical thinking, research, and problem-solving skills
• Ability to prioritize tasks and work efficiently
• Energetic, mature, positive person who works well independently and with a team
• Detail-oriented and exceptionally organized
• Quick learner who demonstrates initiative
• Interest in K-12 education! Classroom/teaching experience is a plus