Technical Support Analyst, Amplify

Contractor

Salary not provided

$23.00-$27.00/hr

SQL
AWS
JavaScript
Python
Tableau
Java
Postgres
Salesforce
Snowflake
RDS
JIRA
Oracle
Atlassian
Junior and Mid level
Remote in US
Amplify

K-12 curriculum & assessment publisher

Job no longer available

Amplify

K-12 curriculum & assessment publisher

1001+ employees

EducationLearningSaaS

Job no longer available

Salary not provided

$23.00-$27.00/hr

SQL
AWS
JavaScript
Python
Tableau
Java
Postgres
Salesforce
Snowflake
RDS
JIRA
Oracle
Atlassian
Junior and Mid level
Remote in US

1001+ employees

EducationLearningSaaS

Company mission

To help educators create the next generation of scientific innovators as well as citizens who are skeptical, curious, and evidence-based thinkers.

Role

Who you are

  • 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 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
  • 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 sSelf-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
  • Basic knowledge of SQL

What the job involves

  • 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
  • The candidate will not only support our external clients, but also multiple internal teams which include Product-Development, Partner Success, and Sales
  • 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
  • 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
  • Analyze server logs, and email notifications and query various database systems to research customer issues
  • Provide information to Engineering, via Jira, and Salesforce, on critical issues
  • Serve as a liaison between Customer-facing teams and other internal teams and Sales
  • Handle Internal/External Outages and have strong communication skills
  • Provide application support relating to software functionality, outage resolution, and systems configuration, including case escalations/transfers, phone and email related to Revalize’s proprietary software
  • 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 calls using CRM, maintain incident/outage history and related problem documentation
  • Consult with developers as necessary to explain software errors or to recommend changes to programs
  • Provide expert customer support, including professional, courteous, and timely communication at all levels of interaction

Our take

Since launching as Wireless Generation in the year 2000, before rebranding in 2012 after News Corp acquired the company, Amplify has grown into one of the leading providers of K-12 curricula, assessment and supplemental programs for ELA (English Language Arts), Math and Science.

The EdTech market has been growing rapidly for the last decade and more, and its value is expected to surpass 230 billion by 2030. This growth means that the company has plenty of competition from the likes of Khan Academy and Kaplan Test, but the fact that Amplify is used by around 10 million students puts it in a very strong position.

After a major growth funding round in 2021, Amplify acquired digital math tools developer Desmos. This is in keeping with its commitment to strategically acquire high-performing education companies in order to expand its own tech and product offerings.

Freddie headshot

Freddie

Company Specialist

Insights

Few candidates hear
back within 2 weeks

23% employee growth in 12 months

Company

Funding (last 2 of 3 rounds)

Oct 2021

$215m

GROWTH EQUITY VC

Mar 2021

$0.1m

GRANT

Total funding: $263.3m

Company benefits

  • Health benefits: Preventative care, mental health services, fertility benefits, flexible spending and health savings accounts, life insurance, and robust dental and vision coverage are just some of the benefits accessible to all eligible employees.
  • Time off: Unlimited paid time off to all permanent (salaried) employees. Hourly employees receive a generous PTO bank. This can be used for vacation, sick days, or personal time—whether you need to take your pet to the vet, or care for a sick friend or family member. Paid parental leave, short-term and long-term disability benefits, and paid holidays are also common employee benefits offered at Amplify
  • Voluntary benefits: Supplemental life insurance, pet insurance, and critical illness are just some of the voluntary benefits our employees can take advantage of at any time during their employment with Amplify.
  • Financial benefits: Traditional (pre-tax) and Roth-based retirement account options with an employer-match benefit, giving you the flexibility and freedom to set and save for your retirement goals. Full-time staff have the opportunity to take advantage of an equity incentive plan.
  • Remote work: More than half of staff are based in cities outside the Amplify NYC headquarters. Employees can be productive and make valuable contributions regardless of where they’re located. Fun is also part of the remote work experience at Amplify—from happy hours to talent shows, yoga, and meditation sessions, Amplifiers can enjoy the many virtual employee engagement events that take place all year round.

Company HQ

Dumbo, NY

Leadership

Co-founded Wireless Generation in 2000 and was CEO until News Corp bought the company in 2010, becoming President then CEO of Amplify post-acquisition. Serves on the boards of Touch Press, the Academy of American Poets, Lapham’s Quarterly, the Institute for Sustained Attention, and the Southern Education Foundation.

Share this job

View 6 more jobs at Amplify