Amplify
A pioneer in K–12 education, Amplify is leading the way in next-generation curriculum and formative assessment.
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Team Lead, Customer Support, Tier 1 at Amplify

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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.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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    • ReactLibraries
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    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
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    • SketchDesign
    • JIRAManagement
    • SmartsheetManagement
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    • WordpressCMS
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM
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What are Amplify Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Open door policy
Group brainstorming sessions
Diversity
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
We have a variety of employee-led ERGs whose goal is to create a safe space for employees of all backgrounds and identities to find community and support in their personal and career development.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
We offer Pet Insurance options through Nationwide.
Wellness Programs
We offer a premier subscription to CALM, an award-winning mindfulness app as well as health club discounts through our Employee Assistance Program with Aetna.
Mental Health Benefits
Mental Health benefits, including access to therapists, is available through our Employee Assistance Program. We also offer employees the opporutunity to complete Mental Health First Aid training.
Retirement & Stock Options Benefits
401(K)
All full time, part-time and temporary employees over the age of 21 are eligible to partiicpate in our Fidelity 401K and/or Roth 401K plan after 30 days of employment.
401(K) Matching
Amplify provides 100% match on first 1% of employee contributions and 50% match on the next 5%, with an annual maximum employer match of $3,000.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Amplify does offer performance bonuses dependent upon the nature of your position .
Child Care & Parental Leave Benefits
Child Care Benefits
Amplify offers a backup childcare solution through Bright Horizons.
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Occassional Happy Hours during company functions.
Relocation Assistance
If an eligilbe employee is asked to relocate as part of their job, Amplify may reimburse them for reasonalbe expenses.
Home Office Stipend for Remote Employees
Fully remote employees, not assigned to an office, are eligible for internet reimbursement up to $40 per month.
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

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