Location: Harrisonburg,VA, USA
IXL Learning, developer of personalized learning products used by millions of people globally, is seeking an upbeat, customer-focused and analytical individual to join our Rosetta Stone Product Support Team. Rosetta Stone's consumer offerings help language learners worldwide build the fluency and confidence to succeed in their everyday lives. At IXL, we are focused on providing the best customer service possible, ensuring our customers have success using our software applications. #LI-DE1
In this role you will handle incoming technical support and product usage questions from customers, identifying product issues and relaying them to the development team.
This position is a full-time non-sales hourly position (40 hours per week) in Rosetta Stone's Harrisonburg, VA office.
WHAT YOU'LL BE DOING
* 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
* Other duties as assigned
WHAT WE'RE LOOKING FOR
* BA/BS degree
* 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