IXL Learning, a leading edtech company with software products used by over 14 million students worldwide, is seeking an upbeat, customer-focused, and analytical individual to join our customer support team for our Wyzant 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.

This is a full time position with a hybrid work schedule in our Chicago, IL office.

WHAT YOU’LL BE DOING

• Provide product and technical support  as part of an exceptional, full life cycle customer experience via multi-channel support (phone, email and chat) 
• Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
• Strive for first-contact resolution with each interaction.
• Manage customer information in Zendesk during and after each correspondence
• Resolve complex and heightened user concerns with a positivity and empathy 
• Demonstrate superior judgment, patience and attentiveness in all communication and interactions
• Collaborate with other team members to ensure consistent and seamless services to Wyzant customers while also exercising time management and task prioritization
• Proactively surface trends for continuous process improvement
• Deliver exceptional quality, meet and exceed team and individual benchmark metrics
• Learn and execute technical processes and sensitive situations

WHAT WE’RE LOOKING FOR

• BA/BS degree
• 0-2 years experience in a customer facing position
• Demonstrated excellent written communication skills and superior attention to detail
• Excellent interpersonal communication skills, ability to utilize empathy and patience 
• Ability to think critically and creatively in order to proactively and independently solve problems
• Willingness to master basic technical troubleshooting assistance
• Motivation to meet and exceed expectations in a metrics driven environment
• A drive to learn, collaborate and be a team player
• Maintain a positive and professional attitude and outlook with customers and coworkers
• Ability to work one weekend day per week after training (40 hour work week)

HOURS

• Schedule will change based on department needs after completion of training and will include 1 weekend day per week. 
• Paid overtime may be required. 
• Holiday coverage may be required, based on department needs.

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