Bilingual Customer Support Analyst, Rosetta Stone (Spanish)

📋 Description

• • As a Bilingual Customer Support Analyst for Rosetta Stone at IXL Learning, you will be the primary point of contact for individual language learners, providing them with exceptional service and technical assistance to ensure they have a seamless and rewarding experience with our acclaimed language learning products.
• • Your role is pivotal in fostering customer loyalty and satisfaction by addressing a wide range of inquiries, including subscription management, billing questions, and intricate technical troubleshooting.
• • You will be instrumental in developing and maintaining a deep, expert-level understanding of the Rosetta Stone product suite, enabling you to effectively guide users and resolve complex issues with confidence and clarity.
• • A significant part of your responsibility will involve analyzing, diagnosing, and troubleshooting technical support requests submitted by users, ensuring that all issues are addressed in a timely and efficient manner to minimize disruption to their learning journey.
• • You will be expected to communicate key product features, upcoming updates, and effective solutions to customers through various channels, primarily email and phone, always maintaining a professional and helpful demeanor.
• • This position requires close collaboration with cross-functional teams, including Product Development, Engineering, and Account Management. Your insights from customer interactions will be invaluable in identifying recurring issues and contributing to product improvements.
• • Meticulous documentation of all customer interactions within our internal CRM systems is a critical aspect of this role. This includes maintaining accurate records of support cases, resolutions, and tracking any systemic issues that may be impacting a significant number of users.
• • You will be tasked with managing multiple customer requests simultaneously, prioritizing tasks effectively to ensure that each customer receives the attention and support they deserve, all while upholding the highest standards of professionalism.
• • Successfully completing assigned projects and contributing to broader support initiatives within established timelines will be key to your success and the team's overall objectives.
• • This role offers a unique opportunity to be part of a leading EdTech company, contributing directly to the success of millions of language learners worldwide.
• • You will act as a brand ambassador for Rosetta Stone, embodying its commitment to empowering individuals through language acquisition.
• • By providing timely and accurate support, you will directly impact customer retention and satisfaction, contributing to the continued growth and success of IXL Learning.
• • You will gain exposure to a dynamic and innovative work environment, with opportunities for professional development and learning within the EdTech sector.
• • The ability to empathize with learners facing challenges and guide them towards successful outcomes is paramount.
• • You will be a key player in ensuring the smooth operation of our customer support channels, contributing to a positive brand reputation.
• • Your analytical skills will be crucial in identifying trends in customer issues, providing feedback that drives product enhancements and improves the overall user experience.
• • This role demands a proactive approach to problem-solving, anticipating potential user difficulties and offering preemptive solutions where possible.
• • You will be a trusted resource for customers, building rapport and trust through consistent, high-quality support interactions.
• • The position involves staying updated on product changes and new features to provide the most current and accurate information to users.
• • You will contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles to empower users and reduce inbound query volume.
• • Your role is essential in translating customer feedback into actionable insights for the product and engineering teams, ensuring that user needs are at the forefront of development.
• • This is a full-time, hourly position based in our Raleigh, NC office, with the flexibility of working from home one day per week, offering a balance between in-office collaboration and remote work convenience.