Strategic Accounts Customer Support Associate (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 Specialized Support role is a unique opportunity to support a growing team at a lean and high performing cadence. They facilitate organizational and multi-functional responsibility for supporting strategic customers. The key focus is to scope and implement special projects and critical initiatives to ensure high quality customer service is provided and any issues that arise are expedited and resolved with efficient turn-around and superlative customer experience. The candidate will have a heightened sense of urgency and critical attention to detail with an aerial level of customer engagement
Responsibilities:

• Provide technical support to specific Amplify customers via incoming calls, emails, voicemail and chat sessions across multiple platforms and systems
• 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
• 1+ years experience in Educational Technology

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 user documentation
• Experience with Powerschool, Clever, Canvas, Infinite Campus, Schoology, or Amplify's product line.

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.