Customer Support Analyst, Tier 1 (Contractor)

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 10 million students in all 50 states. For more information, visit amplify.com.
The Customer Support Analyst will provide technical help desk support for Amplify Insight’s proprietary educational software and systems. This position is the initial point of contact for customers reporting issues or making inquiries of the Amplify assessment product. The role ensures that all products are working as crafted and that issues are resolved promptly.

• This is a contract position**

Amplify’s COVID-19 vaccination policy requires all staff to provide proof of vaccination for in-person meetings unless an approved exemption is provided.
Responsibilities

• Build and track support tickets for every contact maintaining a high level of detail, categorizing issues accurately, and following up appropriately
• Develop expertise with Amplify’s proprietary products and systems
• This is a front-line, customer-facing position providing technical support to Amplify customers via incoming calls, emails, voicemail and chat sessions across multiple platforms and systems
• Research solutions to customer questions and problems using the company Knowledge Base and other relevant materials.
• Use good questioning techniques to resolve the issue the customer is experiencing and needing resolution for.

Basic Qualifications

• Ability to efficiently work on multiple tasks while maintaining acute attention to customer care and service
• 1+ years experience using Google suite products
• Outstanding written and verbal communication skill
• High school diploma or equivalent
• 1+ year experience working in the Customer Service field

Preferred Qualifications

• Computer proficiency using Apple / Macbook products
• Experience in a IT/Help Desk Support environment
• Experience in tools such as Salesforce (CRM), Intercom (Chat) and TalkDesk (phone).
• Degree in Computer Information Technology or Education
• Troubleshooting and research skills with the ability to read and interpret instructional and technical documentation

Compensation
The hourly rate range for this role is $15.00-$17.00. The hourly rate will be determined based on the applicable wage laws and regulations in the candidate's work location.
We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.
Amplify Education, Inc. is an E-Verify participant.