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.
Educational Support Analysts are key members of the Customer Care and Support Team, a cross-disciplinary group responsible for supporting customers in the use of the Amplify products and services. The Analyst offers support to customers with inquiries which require pedagogical experience and training. Educational Support Analysts help with pedagogical concerns such as assessment administration, scoring, data review, problem diagnoses, reporting, curricular guidance, and general methodology standards. The Educational Support team is made up of experienced educators who are well-versed in all aspects of the pedagogy that power Amplify products to be able to understand customer inquiries and work to quickly diagnose and resolve them. This position is also responsible for working with internal teams to better support customers and to disseminate customer feedback to product development teams.
**This is a contract role.
Responsibilities:

• Act as an authority in the pedagogy of all Amplify products, primarily Amplify mClass and Amplify Reading
• Respond to customer calls, voicemail, chats, and emails requesting information on pedagogical inquiries related to Amplify products
• Research solutions to customer questions and problems using content knowledge, other significant research, assistance from content teams or reference materials appropriate to each customer inquiry
• Prioritize issues in accordance with their severity and SLA (Service Level Agreement)
• Document customer inquiry information and critical issues into appropriate customer relationship management systems
• Maintain expert knowledge of Salesforce, Talkdesk, Intercom as well as Amplify product digital platforms
• Participate in ongoing internal training sessions to remain apprised of product development changes and standard methodologies for use
• Stay ahead of new curriculum and pedagogical methods and trends throughout our customer base and potential markets
• Positively contribute to the continual improvement of the Customer Care team's processes and tools, including team training, ticketing, detailing resolution of issues, and overall team culture
• Efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail

Basic Requirements:

• Bachelor's degree in Education; Master's degree preferred
• Teaching and/or school administrator experience (or equivalent)
• Knowledge of instructional standard methodologies
• Experience with Amplify's mCLASS and Amplify Reading Products
• High level of comfort with technological devices, software, and online navigation
• Outstanding written and verbal communication and research skills; ability to read/write instructional and technical documentation
• Knowledge of instructional coaching techniques and ability to practice them with teachers
• Excellent analytical, organizational, and time management skills; must be adept at multitasking and prioritizing

Preferred Qualifications:

• Elementary or middle school teaching experience preferred
• Knowledge of tutoring and/or early intervention pedagogy
• A willingness to dive into new products and quickly become an expert

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.