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 Amplify Customer Care and Support team is looking for a diligent and detail-oriented Customer Care Operations Associate. This individual will report directly to the Operations Manager. They will be responsible for assisting with the day-to-day needs of our Operations team. This includes but is not limited to: Attending meetings with outsourcing partners alongside the Operations Manager; coordinating with Engineering and Product Owners during incidents on responsive and pre-emptive customer messaging; onboarding new Amplify employees and contractors in TalkDesk and Intercom; and assisting with upkeep of training modules and documentation for third party customer-facing platforms.
Key Responsibilities:

• Serve as the external communications liaison for CS Operations during customer-facing outages (includes updating customer-facing messages and Amplify StatusPage; monitoring Dev/Engineering triage channels for updates)
• Assist with invoice audits for outsourcing partner
• Attend meetings with outsourcing partners and provide meeting minutes for Support
• Coordinate with outsourcing partner(s) on behalf of Customer Support
• Assist with creation of outbound messaging, tags, and case tracking during incidents
• Handle Intercom and TalkDesk onboarding requests
• Report and monitor technical issues with TalkDesk and Intercom through appropriate third party support teams
• Document system configurations (VOIP call trees, automated chat flows)
• Stay current with platform updates, patches, and configuration changes; ensure that these updates do not hinder productivity; monitor for opportunities to increase efficiency within these changes
• Assist CS Operations Manager with the research of potential Omnichannel solutions; document configuration/implementation guidelines once an Omnichannel solution is adopted

Basic Requirements:

• High School/GED
• Proficient typing (and spelling) skills
• Demonstrated knowledge of and skill in word processing and spreadsheets.
• Experience using:
  
  • G Suite
  • Google Slides
  • Google Sheets
  • Microsoft Office Suites

Preferred Qualifications:

• Process oriented with great documentation skills
• Experience using VOIP Phone Systems and Online chat platforms
• Experience with technologies and tools such as:
  
  • Salesforce/NetSuite

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.