Integration Support Specialist

IXL Learning, Inc.

Job Overview

Location

Raleigh, NC

Job Type

Full-time

Full Job Description

📋 Description

• As an Integration Support Specialist at IXL Learning, you will be a pivotal member of our Account Services team, dedicated to ensuring our customers achieve maximum success with our innovative personalized learning products.
• Your primary responsibility will be to provide exceptional ongoing support to our diverse customer base, utilizing both phone and email channels to address inquiries and resolve issues, thereby fostering a positive and productive user experience.
• A key aspect of this role involves the implementation and meticulous troubleshooting of integrations between the IXL platform and various other education systems, requiring a strong technical aptitude and a systematic approach to problem-solving.
• You will engage directly with district-level administrators and technology directors, acting as a trusted advisor to equip them with the necessary contacts, tools, and comprehensive information essential for the successful adoption and ongoing utilization of IXL products.
• This position demands close collaboration with internal teams, including Account Management, Sales, Engineering, and Product Design. Through this cross-functional teamwork, you will contribute to the continuous development and enhancement of IXL’s product offerings and service delivery.
• You will be instrumental in shaping the customer journey, ensuring that every interaction reflects IXL's commitment to providing a superior customer experience, from initial onboarding through long-term engagement.
• A significant part of your role will involve partnering with the Account Management team to analyze customer data. This analysis will focus on understanding customer engagement levels and license utilization, providing insights that drive strategic decisions and proactive support.
• You will be expected to develop a deep understanding of IXL's product suite and its integration capabilities, becoming a subject matter expert for both internal teams and external stakeholders.
• The role requires a proactive mindset, anticipating potential customer challenges and developing solutions before they arise, thereby minimizing disruption and maximizing customer satisfaction.
• You will contribute to the creation and maintenance of support documentation, knowledge base articles, and best practice guides to empower customers and internal teams.
• By effectively managing and resolving technical issues, you will directly contribute to customer retention and the overall growth of IXL Learning.
• This role offers a unique opportunity to work at the intersection of education and technology, making a tangible impact on the learning experiences of millions of students and educators worldwide.
• You will be responsible for managing multiple support tickets and projects simultaneously, ensuring timely and effective resolution while maintaining high-quality standards.
• The ability to translate technical information into clear, understandable terms for non-technical users will be crucial for success in this role.
• You will play a vital role in gathering customer feedback and relaying it to product and engineering teams, influencing the future direction of IXL's offerings.
• This position is based in our Raleigh, NC office, with a hybrid work schedule offering one day per week remote flexibility, balancing in-office collaboration with personal work preferences.
• You will be an ambassador for IXL Learning, embodying the company's values of passion, tenacity, and authenticity in all your professional interactions.
• The role requires a commitment to continuous learning, staying abreast of new features, product updates, and evolving integration technologies within the EdTech landscape.
• You will contribute to a positive and collaborative team environment, sharing knowledge and supporting colleagues to achieve collective success.
• Ultimately, your efforts will directly support IXL's mission to create innovative products that make a real, positive difference in education.

🎯 Requirements

• Bachelor's degree in a technical discipline (e.g., Computer Science, Engineering, Information Technology) or equivalent practical experience.
• 3-5 years of experience in a technical support, customer success, or similar client-facing technical role.
• Proven experience configuring and troubleshooting API-based integrations between software systems.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to diverse audiences.
• Detail-oriented with excellent analytical, diagnostic, organizational, and troubleshooting skills.

🏖️ Benefits

• Competitive salary and benefits package.
• Opportunity to work with a leading EdTech company impacting millions of learners.
• Collaborative and supportive work environment with a focus on professional growth.
• Hybrid work model with one day per week remote flexibility.
• Comprehensive health, dental, and vision insurance.

Skills & Technologies

Onsite

Degree Required

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IXL Learning, Inc.

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About IXL Learning, Inc.

IXL Learning, Inc. creates subscription-based K-12 educational software including the IXL personalized learning platform, Rosetta Stone language programs, Vocabulary.com, Education.com, ABCya, Wyzant tutoring, and Emmersion language assessments. Products combine curriculum, analytics, and diagnostics covering math, English language arts, science, social studies, Spanish, and coding. Founded in 1998, the San Mateo, California company serves millions of students and educators worldwide across web, iOS, Android, and Kindle platforms.

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