Support Services Analyst

📋 Description

• • As a Support Services Analyst at Amplify Education, Inc., you will be the primary point of contact for customers seeking assistance with our innovative K–12 educational products and systems. This pivotal role is instrumental in ensuring a consistently positive and supportive customer experience, characterized by swift, clear, and empathetic issue resolution.
• • You will be responsible for delivering high-quality, timely support across multiple communication channels, including incoming calls, emails, voicemails, and chat sessions. Your ability to actively listen, employ effective questioning techniques, and demonstrate strong attention to detail will be crucial in accurately diagnosing customer issues and providing prompt, effective solutions.
• • A key aspect of this role involves meticulous record-keeping. You will create and track support tickets for every customer interaction, ensuring each ticket is detailed, properly categorized, and followed up on appropriately. This systematic approach is vital for maintaining an organized support system and identifying trends.
• • You will manage a significant volume of support tickets, requiring efficient time management and prioritization skills to address customer needs promptly.
• • A significant part of your day-to-day will involve leveraging Amplify’s comprehensive Knowledge Base and other available resources to research and identify solutions to customer inquiries and technical problems.
• • During peak onboarding seasons, you will have the opportunity to lead and mentor a small team of contracted agents. This leadership component includes providing training, offering ongoing coaching, and managing discrete escalations to ensure the team's success and adherence to support standards.
• • You will also be responsible for administrative tasks related to the contractor team, such as reviewing and approving timecards, monitoring overtime, and ensuring compliance with scheduled work hours.
• • Collaboration is key. You will work closely with leadership and other team managers to share best practices, contribute to process improvements, and collectively enhance the overall performance and effectiveness of the Support Services team.
• • A core responsibility is to foster and build a strong, inclusive, and cohesive team culture, promoting a supportive and collaborative environment for all team members.
• • You will be expected to develop a deep and comprehensive understanding of Amplify’s diverse suite of educational products and the underlying systems that support them, becoming a subject matter expert.
• • This role is ideal for individuals who are proactive learners, possess a growth mindset, and are receptive to constructive feedback. You should be confident in your ability to quickly grasp new concepts and technologies.
• • Excellent written and verbal communication skills are essential, enabling you to articulate technical information clearly and concisely to a wide range of users, from educators to technical staff.
• • You will act as a brand ambassador for Amplify, taking pride in delighting customers and ensuring every interaction reflects our commitment to excellence and support.
• • Confidence in communicating with district and school personnel is important, as you will be interacting with key stakeholders in the education sector.
• • You are encouraged to embrace and utilize AI-enabled tools to streamline workflows, enhance consistency in customer interactions, and improve overall efficiency.
• • As a tech-savvy self-starter, you will be adept at identifying challenges and independently finding effective solutions.
• • A keen attention to detail is paramount in accurately documenting issues and resolutions.
• • Strong leadership potential is valued, particularly the ability to guide and manage a cohort of contractors effectively.
• • You should thrive in dynamic, fast-paced environments that often present high-demand situations and be able to adapt to day-to-day changes with agility and a positive attitude.
• • This role offers a unique blend of technical problem-solving, customer interaction, and team leadership within the impactful field of K-12 education.