Associate Customer Support Analyst, New Grad - IXL Learning : Job Details

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IXL Learning, a leader in personalized learning products used globally, is seeking an enthusiastic, customer-focused, and analytical individual to join our customer support team. Our goal is to provide exceptional customer service, ensuring our users' success with our software applications.

In this full-time entry-level role based in San Mateo, CA, you will use your communication skills to explain solutions to our diverse customer base, including teachers, students, parents, and school administrators. You will collaborate with account management, engineering, and product design teams to enhance our products and services. We encourage new college graduates, including the class of 2025, to apply.

• Develop and maintain a high level of product expertise.
• Identify customer needs and guide them on best practices for using our software.
• Provide ongoing support via chat, phone, and email.
• Troubleshoot issues and offer effective solutions and workarounds.
• Analyze and replicate software issues to assist in bug reporting.
• Create and update product documentation for internal teams and customers.
• Gather customer feedback and feature requests to inform product improvements.

• BA/BS degree required.
• Some experience in a customer-facing role preferred.
• Teaching or tutoring experience is a plus.
• Strong written and oral communication skills.
• Excellent critical thinking, research, and problem-solving abilities.
• Ability to prioritize and work efficiently.
• Energetic, positive, and able to work independently and in a team.
• Detail-oriented and highly organized.
• Quick learner with initiative.
• Passion for improving education through technology.

The hourly base salary ranges from $25 to $26, plus benefits. Salary is determined by role, level, location, skills, experience, and education.

We are the largest EdTech company in the U.S., serving millions of learners through diverse products such as IXL.com, Rosetta Stone, Wyzant, and Teachers Pay Teachers. Our mission is to create innovative educational products that make a positive impact. We value diversity, collaboration, kindness, and passion in our culture.