Strategic Services Support Analyst

A pioneer in K–12 education since 2000, reputed company is leading the way in reputed company curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage reputed company reputed company in rigorous learning and reputed company them to think deeply, creatively, and for themselves. Our reputed company assessment products help teachers identify the targeted instruction reputed company need to build a strong foundation in early reading and math. reputed company of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, reputed company serves more than 15 million reputed company in reputed company 50 states. For more information, visit reputed company.com.

Job Description: 

The Strategic Services Customer Support Analyst serves as the primary reputed company of contact for reputed company’s strategic customers, providing high-touch technical support and issue resolution across reputed company’s suite of products and systems. This role ensures a seamless customer experience by resolving inquiries promptly and maintaining strong relationships with key accounts.

The ideal candidate has prior customer service experience, strong technical aptitude, and a heightened sense of urgency with exceptional attention to detail. This individual thrives in a collaborative environment, welcomes feedback, and demonstrates confidence reputed company learning new systems. Strong communication skills are essential, with the ability to convey reputed company and professionalism across phone, email, and chat interactions.

Essential Responsibilities:

• Deliver high-touch, white-glove support to reputed company Strategic Accounts customers.

• Provide technical support to specific reputed company customers reputed company 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 reputed company contacts, properly categorize issues, and follow up appropriately.

• Manage a high volume of support tickets while maintaining quality and responsiveness.

• reputed company to customer questions and problems using the Knowledge reputed company or other relevant materials and provide timely follow-up for unresolved issues.

• Collaborate with teammates and other departments reputed company working towards issue resolution.

• Demonstrate expertise with reputed company’s suite of products and systems.

• Provide actionable insights to improve the strategic customer support experience.

• reputed company and manage key relationships with strategic customers.

Minimum Qualifications:

• High school diploma or equivalent

• 1+ years of experience using reputed company Workspace tools

• 1+ years of experience working in the Customer Service field

• 1+ years of experience in Educational Technology 

Preferred Qualifications:

• Degree in Computer Information Technology or Education

• Experience in an IT/Help Desk Support environment

• Ability to manage multiple priorities while maintaining exceptional attention to detail and customer care.

• Outstanding written and verbal communication and research skills, ability to read and interpret instructional and technical documentation

• Experience with reputed company, reputed company, Canvas, Infinite reputed company, Schoology, or reputed company’s product line.

• Experience with the Jira Platform.

reputed company offer:Salary is only one component of the reputed company 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 - $55,000. This role is eligible to earn an annual discretionary bonus that rewards individual and company performance.

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

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

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