Customer Support Analyst, Rosetta Stone

📋 Description

• • As a Customer Support Analyst for Rosetta Stone at IXL Learning, you will be at the forefront of ensuring our millions of global language learners have an exceptional and seamless experience with our products. This role is pivotal in maintaining customer satisfaction and loyalty by providing timely, accurate, and empathetic support across a variety of inquiries.
• • You will be the primary point of contact for individual Rosetta Stone language learners, addressing a wide spectrum of needs. This includes assisting with subscription management, clarifying billing details, resolving technical glitches that may impede their learning journey, and offering guidance on how to best leverage the product's features for maximum efficacy.
• • Your responsibilities will extend to developing and maintaining a deep, comprehensive understanding of the Rosetta Stone product suite. This expertise is crucial for accurately diagnosing issues, providing effective solutions, and proactively identifying opportunities to enhance the user experience.
• • A significant part of your role will involve analyzing, diagnosing, and troubleshooting technical support requests submitted by users. You will be expected to investigate issues thoroughly, identify root causes, and implement appropriate solutions in a prompt and efficient manner, minimizing disruption to the learner's progress.
• • Clear and effective communication is paramount. You will articulate key product features, explain recent updates, and convey solutions to customers through various channels, primarily email and phone. The ability to translate technical information into easily understandable terms for a diverse user base is essential.
• • This position requires close collaboration with cross-functional teams. You will work hand-in-hand with Product, Engineering, and Account Management departments to escalate complex issues, provide valuable customer feedback, and contribute to the development of product improvements and solutions that address recurring customer pain points.
• • Meticulous documentation of all customer interactions is a core requirement. You will utilize our internal CRM systems to maintain accurate and detailed records of every support case, including the nature of the inquiry, troubleshooting steps taken, and the resolution provided. This data is vital for tracking trends, identifying systemic issues, and informing product development strategies.
• • Maintaining a consistently high level of professionalism is expected, even when managing a high volume of customer requests simultaneously. You will need to demonstrate excellent time management and organizational skills to ensure that each customer receives the attention and support they deserve.
• • You will be tasked with successfully completing assigned projects and support initiatives. This involves taking ownership of tasks, managing your workload effectively, and delivering on objectives within established timelines, contributing to the overall efficiency and effectiveness of the support team.
• • This is a full-time, hourly position based in our office located in the Raleigh, NC area. The standard work schedule is Monday through Friday, with the flexibility to work from home one day per week, offering a blend of in-office collaboration and remote work convenience.
• • By joining the Rosetta Stone Product Support Team at IXL Learning, you become part of a company dedicated to making a real, positive difference in the lives of millions of learners worldwide. You will contribute to a mission-driven organization that values innovation, collaboration, and a supportive work environment.