Technical Support Analyst Jobs

IXL Learning, a leading edtech company with software products used by 14 million students worldwide, is seeking an upbeat, customer-focused, and analytical individual to join our technical support team. At IXL, we are focused on providing the best customer service possible, ensuring our customers have success using our software applications.
In this role, you will work closely with our customer support team, providing technical and non-technical solutions to advanced customer questions. 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. The ideal candidate will have experience providing technical software application support and assisting customers via phone and email. This person must be well-organized and extremely personable. We are looking for a self-starter that will help support our rapidly growing customer base.
This is a full time position with a hybrid work schedule in our Raleigh, NC office.
What You’ll Be Doing

• Troubleshoot issues & provide expert knowledge of our products to the customer
• Identify, reproduce, prioritize, and create bug reports
• Communicate solutions to internal teams and customers as necessary
• Develop and maintain a high level of product expertise
• Create and maintain product documentation for internal teams and customers
• Consult with product and engineering teams to find solutions to technical issues
• Investigate escalated product and technical support requests
• Facilitate cross-team collaboration on various support-owned projects, including technical questionnaires from prospective customers
• Revisit and maintain bug reports in issue-tracking software
• Compile and communicate customer feedback to internal stakeholders

What We’re Looking For

• Strong experience supporting and troubleshooting Web technologies
• Experience with documenting and tracking resolution in ticket management and/or customer relationship systems to facilitate trouble resolution
• BA/BS degree required
• Strong written and oral communication skills
• Experience with Salesforce Service Console and Atlassian Jira a plus.
• Energetic, positive person who works well independently and with a team
• 3+ years of prior web application support and customer service experience in a technical support or client-facing environment is strongly preferred
• Self-motivated, detail-oriented and exceptionally organized
• Excellent analytical and diagnostic skills

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.