Support Services Analyst

Support Services Analyst

Amplify, a pioneer in K–12 education since 2000, leads the way in next-generation curriculum and assessment. Their innovative programs in ELA, math, and science empower over 15 million students across the US.

Job Description

The Support Services Analyst is the first point of contact for customers needing assistance with Amplify’s products and systems. This role is critical for delivering a positive customer experience by resolving issues quickly, clearly, and empathetically. Ideal candidates have prior customer service experience, technical savvy, and strong communication skills. Teamwork and adaptability using approved AI-enabled tools to streamline workflows are essential.

Essential Responsibilities

• Provide timely support via calls, emails, voicemail, and chat sessions.
• Create and manage detailed support tickets while categorizing issues correctly.
• Research solutions using Amplify’s Knowledge Base and additional resources.
• Manage and coach a small team of contracted agents during peak periods.
• Collaborate with leadership to share best practices and improve team performance.
• Develop product expertise across Amplify’s suite of offerings.

You are a good fit if you

• Engage proactively in new learning and have a growth mindset.
• Communicate clearly both in writing and verbally.
• Synthesize technical information and resolve customer issues effectively.
• Embrace AI tools to streamline workflow and enhance consistency.
• Possess strong leadership and attention to detail in fast-paced environments.

Minimum Qualifications

• High school diploma or equivalent.
• 1+ years experience using Google Suite products.
• 1+ years experience in the customer service field.

Preferred Qualifications

• Bachelor’s degree in IT, Education, Business, or related field.
• Experience in IT/Help Desk Support and using CRM, chat, and telephony tools.
• Computer proficiency using Apple/Macbook products.

What We Offer

This role offers a competitive salary ($50,000 - $52,000), annual discretionary bonus, comprehensive benefits including 401(k), health and mental health insurance, life insurance, paid time off, parental leave, and access to development programs.

Equal Opportunity & Accommodations

Amplify is an Equal Opportunity Employer that bases employment decisions on merit. Reasonable accommodations are available for individuals with disabilities. For assistance, email hiringaccommodations@amplify.com. A background check is required if selected.

Key skills/competency

• Customer Support
• Technical Troubleshooting
• Ticket Management
• Team Leadership
• Communication
• Problem Solving
• Attention to Detail
• CRM Tools
• AI Tools
• Collaboration