Customer Support Analyst Tier 2 (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:

• 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
• Use good questioning techniques to validate what a contact is asking is really the issue they are experiencing and needing resolution on.
• Build and track support tickets for each issue with a high level of detail, log all contacts, accurately categorize issues, and follow up appropriately
• Research solutions to customer questions and problems using Knowledge Base or other relevant materials and provide timely follow-up for unresolved issues
• Interact with support teams sought at working toward problem resolution
• Develop expertise with Amplify's proprietary products and systems

Basic Qualifications:

• High school diploma or equivalent
• 1+ years experience using Google suite products
• 1+ year experience working in the Customer Service field

Preferred Qualifications:

• Degree in Computer Information Technology or Education
• Experience in a 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 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.