Amplify

Support Services Analyst

Amplify

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $50,000 - $52,000 per year

Job Level

Junior

About the role

  • Provide high-quality, timely support to Amplify customers via incoming calls, emails, voicemail, and chat sessions across multiple platforms and systems
  • Employ effective questioning techniques and strong attention to detail to validate the customer’s issue and provide an accurate, timely resolution with empathy
  • Create and track support tickets for each issue with a high level of detail, log all contacts, properly categorize issues, and follow up appropriately
  • Effectively manage a high volume of support tickets
  • Research solutions to customer questions and problems using Amplify’s Knowledge Base and other available resources
  • Manage a small team of contracted agents during peak onboarding season; support training, provide coaching, and handle discrete escalations.
  • Review and approve timecards for contractors, monitor overtime, and ensure adherence to scheduled hours.
  • Effectively collaborate and communicate with leadership and other team managers to share best practices and improve the overall performance of the Support Services team.
  • Build a strong team culture that focuses on inclusiveness and cohesiveness.
  • Develop expertise with Amplify’s suite of products and systems

Requirements

  • High school diploma or equivalent
  • 1+ years experience using Google Suite products
  • 1+ years experience working in the Customer Service field
  • Bachelor’s degree in IT, Education, Business, or related field preferred.
  • Experience in an IT/Help Desk Support environment
  • Experience with CRM, chat, and telephony tools (e.g., Salesforce, TalkDesk)
  • Computer proficiency using Apple/Macbook products
Benefits
  • 401(k) plan
  • competitive health insurance and mental health options
  • basic life insurance
  • paid time off
  • parental leave
  • access to best-in-class development programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicesupport ticket managementproblem solvingattention to detailquestioning techniquesCRM toolsIT/Help Desk Supportcomputer proficiencyGoogle Suitetraining and coaching
Soft Skills
empathycollaborationcommunicationteam managementleadershipinclusivenesscohesivenesstime managementadaptabilityperformance improvement
Certifications
high school diplomaBachelor’s degree in ITBachelor’s degree in EducationBachelor’s degree in Business