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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, visitamplify.com.
The Support Services Analyst is the initial point of contact for customers reporting issues or making inquiries into Amplify's suite of products and systems. The role ensures that all products are working as intended and that issues are resolved promptly.
Our ideal candidate has prior customer service experience and is technically savvy. We're looking for teammates who love collaboration, welcome feedback, and who are quick, eager, and confident when learning new things. Because we're so fond of our customers, it's also important that we find a person who is a strong and personable communicator and able to convey helpfulness and empathy over the various platform channels.
**This is a contract role. Contract length is 6/3/2024 - 9/30/2024**
"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:Provide high-quality, timely support to Amplify customers via incoming calls, emails, voicemail, and chat sessions across multiple platforms and systems
Utilize good questioning techniques and attention to detail to validate the customer's issue and provide an accurate, timely resolution with empathy
Create and track support tickets for each issue with a high level of detail, log all contacts, properly categorize issues, and follow up appropriately
Effectively manage a high volume of support tickets
Research solutions to customer questions and problems using Knowledge Base and other available resources
Collaborate with teammates and other departments when working toward issue resolution
Develop expertise with Amplify's suite of products and systems
High school diploma or equivalent
1 years experience using Google Suite products
1 years experience working in the Customer Service field
Degree in Computer Information Technology or Education
Experience in an IT/Help Desk Support environment
Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail
Outstanding written and verbal communication and research skills, ability to read and interpret instructional and technical documentation (instructional and technical writing experience a plus)
Experience in tools such as Salesforce (CRM), Intercom (Chat), and TalkDesk (phone).
Computer proficiency using Apple/Macbook products
Compensation:
The hourly rate range for this role is $20.00-$23.00
We celebratediversityand 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 adiversecandidate 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.
Contractor
Elementary & Secondary Education
$65k-81k (estimate)
04/27/2024
05/15/2024
amplifyinc.org
NEWARK, NJ
50 - 100
Private
DOMINIQUE LEE
$10M - $50M
Elementary & Secondary Education
The job skills required for Support Services Analyst (Contractor) include Customer Service, Attention to Detail, Collaboration, Verbal Communication, etc. Having related job skills and expertise will give you an advantage when applying to be a Support Services Analyst (Contractor). That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Support Services Analyst (Contractor). Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Support Services Analyst (Contractor) positions, which can be used as a reference in future career path planning. As a Support Services Analyst (Contractor), it can be promoted into senior positions as a Supply Chain Analyst III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Support Services Analyst (Contractor). You can explore the career advancement for a Support Services Analyst (Contractor) below and select your interested title to get hiring information.