Strategic Services Support Analyst
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Job Description
Customer Support Analyst providing high-touch technical support and issue resolution for Amplify's educational products. Focusing on maintaining strong relationships with strategic customers.
Responsibilities:
- Deliver high-touch, white-glove support to Amplify Strategic Accounts customers.
- Provide technical support to specific Amplify customers via incoming calls, emails, and chat sessions across multiple platforms and systems.
- Partner closely with the Strategic Technical Onboarding team.
- Create and track support tickets for each issue with high-level detail, log all contacts, properly categorize issues, and follow up appropriately.
- Manage a high volume of support tickets while maintaining quality and responsiveness.
- Research solutions to customer questions and problems using the Knowledge Base or other relevant materials and provide timely follow-up for unresolved issues.
- Collaborate with teammates and other departments when working towards issue resolution.
- Demonstrate expertise with Amplify’s suite of products and systems.
- Provide actionable insights to improve the strategic customer support experience.
- Develop and manage key relationships with strategic customers.
Requirements:
- High school diploma or equivalent
- 1+ years of experience using Google Workspace tools
- 1+ years of experience working in the Customer Service field
- 1+ years of experience in Educational Technology
Benefits:
- 401(k) plan
- Competitive health insurance and mental health options
- Basic life insurance
- Paid time off
- Parental leave
- Access to best-in-class development programs
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