Remote Customer Support Analyst, Workforce Management

A pioneer in K–12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our 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 help teachers identify the targeted instruction students need to build a strong foundation in early reading and math.

All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 10 million students in all 50 states. For more information, visit amplify.com.

The Materials Support Specialist is responsible for post-implementation order issues for all products and levels of end users. Typically our customers are school districts, which may include up to hundreds of individual schools and tens of thousands of teacher and student users. This role ensures customers receive all products and services purchased and that all stakeholder needs are met. The Materials Support Specialist acts as a liaison between customers and other internal groups within Amplify, while maintaining contact during the logistics and delivery process, focusing on proactive support, and ensuring customer success with each product.

Responsibilities of the Materials Support Specialist:
Provide support specific to logistics, shipping, delivery and materials to Amplify external and internal customers via incoming calls, emails, voicemail and chat sessions across multiple platforms and systems
In addition sending the Logistics Survey and any follow-up (sending to Order fulfillment team when appropriate), processing order exceptions, returns, and collaborating with customer success team members to support logistics for strategic accounts

Create and track support tickets for each issue with a high level of detail, log all contacts, properly categorize issues, and follow up appropriately
Research solutions to customer questions and problems using Knowledge Base or other relevant materials, collaborate with support teams aimed at working toward problem resolution, and provide timely follow-up for unresolved issues

Develop expertise with Amplify’s proprietary products and systems
Oversee multiple aspects of new and existing business service delivery to customers, including shipments of materials
Proactively identify and resolve escalated issues or complex requests from customers by providing timely follow-up and guidance to the team
Consistently demonstrate customer service excellence and best practices
Basic Qualifications of the Materials Support Specialist:
Associates Degree or equivalent experience

1+ years’ experience in a Customer Service role
Proficiency with MS Office suite and Google Apps
Preferred Qualifications of the Materials Support Specialist:
Experience in a IT/Help Desk Support environment
Experience in a project management function
Proficiency with SalesForce
Degree in Computer Information Technology or Education
Experience in a IT/Help Desk Support environment
Experience efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail
Experience conducting research
Experience interpreting and writing instructional and technical documentation

Compensation:

The hourly rate range for this role is $20.00-$25.00.

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.