Amplify · 8 hours ago
Support Services Analyst
United States
Full-time
Remote
Entry Level
$50K/yr - $52K/yr
1+ years expAmplify is a pioneer in K–12 education, leading in next-generation curriculum and assessment. The Support Services Analyst will be the first point of contact for customers seeking help with Amplify’s products, providing high-quality support and resolving issues to ensure a positive customer experience.
EdTechEducationHigher Education
Responsibilities
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
Qualification
Required
High school diploma or equivalent
1+ years experience using Google Suite products
1+ years experience working in the Customer Service field
Excellent communication skills, both written and verbal
Ability to synthesize technical information clearly
Attention to detail
Strong leadership skills and the ability to manage a contractor cohort
Ability to thrive in fast-paced environments with high-demands
Ability to adapt to day-to-day changes with ease
Preferred
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
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
Company
Amplify
A pioneer in K–12 education since 2000, Amplify is leading the way in next-generation curriculum and formative assessment.
1001-5000 employees
H1B Sponsorship
Amplify has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (10)
2023 (5)
2022 (9)
2021 (2)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$215MKey Investors
Cox Enterprises
2023-05-23Series C
2021-10-26Series Unknown· $215M
Leadership Team
Nathan Potter
Senior Vice President Engineering
Philipp Legner
VP of Mathigon
Recent News
Google Patent
2024-11-02
Company data provided by crunchbase