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 over eleven million students in all 50 states.
Team Lead, Customer Support, Tier 1 will provide mentorship and technical help desk support for Amplify's proprietary educational software and systems. This position is the initial point of contact for customers reporting issues or making inquiries of the Amplify assessment product. The role ensures that all products are working as crafted and that issues are resolved promptly.
"Amplify's COVID-19 vaccination policy requires all staff to provide proof of vaccination for in-person meetings unless an approved exemption is provided. "
Responsibilities of the Team Lead, Tier 1:

• Monitor the team's daily workflow and delivery of high quality service to external and internal customers
• Consistently demonstrate customer service excellence and standard methodologies
• Provide technical support to Amplify customers via incoming calls, emails, voicemail and chat sessions across multiple platforms and systems
• Build and track support tickets for each issue with a high level of detail, log all contacts, accurately categorize issues, and follow up appropriately
• Resolve advanced issues or sophisticated requests from customers by providing timely follow-up and mentorship to the team
• Interact with support teams sought at working toward problem resolution
• Develop expertise with Amplify's proprietary products and systems
• Facilitate technical updates and communications between product teams and support agents
• Maintain SLA targets and provide feedback to agents
• Collaborate with the training team to ensure that agents have the most current product information
• Empowered to act as managers when decided by business needs.

Basic Qualifications of the Team Lead, Tier 1:

• High school diploma or equivalent
• 1+ years of experience using G Suite, particularly Sheets, Slides, and Docs
• 2+ year of experience with Customer Service
• 1+ years experience in a technical leadership position
• Ability to read and interpret instructional and technical documentation (instructional and technical writing experience a plus)

Preferred Qualifications of the Team Lead, Tier 1:

• 1+ years experience in Educational Technology
• Degree in Computer Information Technology or Education
• Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail
• Experience with Powerschool, Clever, Canvas, Infinite Campus, Schoology, or Amplify's product line.
• Experience with developing and crafting training materials.

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.