Employment Type : Full-Time
A pioneer in K–12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our captivating core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products turn data into practical instructional support to help students at every skill level build a strong foundation in early reading and math. Our programs provide teachers with powerful tools that help them understand and respond to the needs of all their students. Today, Amplify serves five million students in all 50 states. The Tier 2 Customer Support Associate will verify, analyze and report all data, application, reporting and sync inquiries from Helpdesk and Support channels such as Slack or Email requests. The candidate will not only support our external clients, but multiple internal teams which include Product-Development, Partner Success, and Sales. The successful candidate will have high servicing standards and will be extremely organized and proactive, with strong attention to detail and quality. Strong communication skills are a must, including the ability to adjust or be flexible in a crisis situation. Responsibilities of the Tier 2 Customer Support Associate: Research and troubleshoot questions and problems with Assessment & Instruction and Core Curriculum software applications Handle high priority tasks from Strategic Customers and Leadership Address calls and requests through the Batphone/BatSlack and maintain SLA’s Document and troubleshoot issues that need immediate attention or expedition Analyze server logs, email notifications and query various database systems to: Research customer issues Provide information to Engineering, via Jira, Salesforce, escalations Serve as a liaison between Tier 1, Educational Partnership Managers, EPM’s & Sales Assist with incoming help-desk calls, chats and emails for Customer Support when necessary Maintain Tier 2 Escalation Review Queue and adhere to high performance standard Basic Qualifications of the Tier 2 Customer Support Associate: Related College degree or equivalent experience 2+ years’ professional work experience in a technical and/ or customer service-based environment Experience successfully troubleshooting and resolving technical issues Ability to accurately read, write, interpret instructional and technical documentation Ability to be Self motivated and execute tasks with high level of accuracy to ensure first time resolution Ability to work in a fast paced environment without compromising customer satisfaction Strong attention for detail and investigative skills to “connect the dots” on complex issues Handle Incidents and Outages and have strong communication skills Preferred Qualifications of Tier 2 Customer Support Associate: College Degree in Computer Science, IT, Custom Success Proven understanding of the following programming languages: Python, Java, Java-script, PLSQL, AWS Knowledge of Databases: Oracle, PostgreSQL or Amazon RDS databases, Atlassian Suite, Jira, Tableau, Snowflake Knowledge of various network topologies, protocols, including common proxies and firewalls We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds. Amplify Education, Inc. is an E-Verify participant.