Support Services Analyst

About Amplify

Amplify helps teachers bring delight and rigor to students every day. We have become a leader in K-12 literacy, biliteracy, math, and science by building inspiring teaching and learning experiences based on research. The Amplify Classroom platform combines curriculum, assessment, and supplemental learning into one coherent high-quality instructional system. A pioneer in education since 2000, Amplify has developed deep relationships in states and districts by partnering with educators to drive implementation quality and improved outcomes. Today, Amplify serves more than 18 million students and teachers across all 50 states and on six continents. For more information, visit Amplify.com.

Job Description:

The Support Services Analyst is the first point of contact for customers seeking help with Amplify's products and systems. This role plays a critical part in delivering a positive customer experience by resolving issues quickly, clearly, and empathetically. This position is a great opportunity for individuals with prior customer service experience who are technically savvy. We're looking for teammates who love collaboration, welcome feedback, and who are quick, eager, and confident when learning new things. Candidates should be encouraged to use approved AI-enabled tools to streamline workflows and enhance consistency across the customer experience.. We are looking for a candidate who excels in communication, demonstrating both warmth and empathy, to effectively assist our valued customers across multiple platform channels.

Essential Responsibilities:

In this role, you will:

• Provide high-quality, timely support to Amplify customers via incoming calls, emails, voicemail, and chat sessions across multiple platforms and systems

• Employ effective questioning techniques and strong attention to detail to validate the customer's issue and provide an accurate, timely resolution with empathy

• Create and track support tickets for each issue with a high level of detail, log all contacts, properly categorize issues, and follow up appropriately

• Effectively manage a high volume of support tickets

• Research solutions to customer questions and problems using Amplify's Knowledge Base and other available resources

• Manage a small team of contracted agents during peak onboarding season; support training, provide coaching, and handle discrete escalations.

• Review and approve timecards for contractors, monitor overtime, and ensure adherence to scheduled hours.

• Effectively collaborate and communicate with leadership and other team managers to share best practices and improve the overall performance of the Support Services team.

• Build a strong team culture that focuses on inclusiveness and cohesiveness.

• Develop expertise with Amplify's suite of products and systems

You are a good fit for this role if you:

• Proactively engage in new learning with confidence, have a growth mindset about your work and are receptive to feedback.

• Have excellent communication skills, both written and verbal.

• Can synthesize technical information clearly.

• Take pride in being a brand ambassador and delighting customers in every interaction.

• Have confidence in communicating with district/school personnel.

• Embrace AI as a tool to streamline workflows and enhance consistency with the customer experience

• Are a tech-savvy self-starter who can find solutions to challenges.

• Have a keen attention to detail.

• Demonstrate strong leadership skills and the ability to manage a contractor cohort

• Thrive in fast-paced environments with high-demands.

• Can adapt to day-to-day changes with ease.

Minimum Qualifications:

• High school diploma or equivalent

• 1+ years experience using Google Suite products

• 1+ years experience working in the Customer Service field

Preferred Qualifications:

• Bachelor's degree in IT, Education, Business, or related field preferred.

• Experience in an IT/Help Desk Support environment

• Experience with CRM, chat, and telephony tools (e.g., Salesforce, TalkDesk)

• Computer proficiency using Apple/Macbook products

What we offer:
Salary is only one component of the Amplify Total Rewards package, which includes a 401(k) plan, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. The gross salary range for this role is $50,000 - $52,000. This role is eligible to earn an annual discretionary bonus that rewards individual and company performance.

Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status.

Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email hiringaccommodations@amplify.com.

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If you are selected for employment, a background check will be required. As required by state and local laws and district policies, you may be required to provide additional documentation, such as proof of vaccination, or submit to enhanced background screening, such as fingerprinting.

Amplify is an E-Verify participant.