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 Technical Support Analyst role is a unique opportunity to support Amplify’s growing customer base as the initial point of contact for troubleshooting issues the customers are reporting or making inquiries about Amplify’s suite of products and systems. The role ensures that all products are working as intended and that issues are resolved promptly.

Our ideal candidate will have prior customer service experience and be equipped and technically savvy with a heightened sense of urgency and critical attention to detail. The candidate will not only support our external clients, but also multiple internal teams which include Product-Development, Partner Success, and Sales. The successful candidate will have high servicing standards and will be very organized and proactive, with validated attention to detail and quality. Good communication skills are a must, including the ability to adjust or be flexible in a crisis situation.

Because we’re so fond of our customers, the candidate will provide in-depth technical support, leveraging the experience and knowledge to deliver advanced technical troubleshooting and optimal resolution for customers. As a key team member, they will also be responsible for assisting internal team personnel in solving technical problems and investigating elevated and complex issues by confirming the validity of the problem and seeking known solutions. They will solve the most complex problems for our highest-profile customers, act as a resource for newer staff, and manage transfers and escalations as needed.

**This is a contract role. **

Responsibilities:

• Research and address questions and problems with Assessment & Instruction and Core Curriculum software applications

• Handle high-priority tasks from Strategic Customers and Leadership

• Address requests and maintain SLAs

• Document and resolve issues that need immediate attention or expedition

• Provide information to Engineering via Jira and Salesforce on critical issues

• Serve as a liaison between Customer-facing teams and other internal teams.

• Recognize both basic and advanced problems, conduct research, provide resolution, and follow up with customers as needed, escalating more complex cases to the appropriate team

• Log and track emails using CRM

• Provide expert customer support, including professional, courteous, and timely communication at all levels of interaction.

Basic Qualifications:

• 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, and interpret instructional and technical documentation

• Ability to be self-motivated and execute tasks with a high level of accuracy to ensure first-time resolution

• Ability to work in a fast-paced environment without compromising customer satisfaction

• Strong attention to detail and investigative skills to “connect the dots” on complex issues.

Preferred Qualifications:

• College Degree in Computer Science, IT

• Basic knowledge of SQL

• Shown 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, and protocols, including common proxies and firewalls

• Experience in an IT/Help Desk Support environment

• Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail

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

• Experience with PowerSchool, Clever, Canvas, Infinite Campus, Schoology, or Amplify’s product line.

Compensation:

The hourly rate range for this role is $23.00-$27.00.

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.

If selected, a background check will be required. As required by state and local laws and district policies, you may also be required to provide additional documentation, such as proof of vaccination or submit to enhanced background screening, including fingerprints.