Customer Support Analyst – Rosetta Stone
| Company | IXL Learning |
|---|---|
| Location | Raleigh, NC, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- BA/BS degree preferred
- 0-2 years of customer support experience
- Strong written and verbal communication skills
- Excellent analytical, diagnostic and troubleshooting skills
- Ability to prioritize tasks and work efficiently
- Energetic and positive person who works well both independently and in a collaborative group setting
- Detail-oriented and exceptionally organized
- Quick learner who demonstrates initiative
- Proficient in Microsoft Excel
Responsibilities
- Develop and maintain a high level of product expertise
- Analyze, diagnose and troubleshoot technical support requests from learners via phone, email and chat to ensure success with our products
- Provide timely resolution to customers’ product usage inquiries by consulting with Product, Engineering and IT teams to find solutions and workarounds
- Communicate solutions to customers as necessary
- Document customer interactions using internal CRM tools by recording up-to-date customer information and tracking major trending issues affecting all users
- Maintain a high level of professionalism with each customer while completing related requests successfully and promptly
Preferred Qualifications
- BA/BS degree preferred