Analyst, Support Services (Contractor)

A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our 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 help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 15 million students in all 50 states. For more information, visitamplify.com.

The Support Services Analyst is the initial point of contact for customers reporting issues or making inquiries into Amplify's suite of products and systems. The role ensures that all products are working as intended and that issues are resolved promptly. This role offers the opportunity to gain in-depth knowledge of our innovative programs and platforms, empowering expertise in their inner workings while helping others navigate and maximize their use effectively.This position is a great opportunity for individuals with prior customer service experience who are technically savvy. We're looking for teammates who love collaboration, welcome feedback, and who are quick, eager, and confident when learning new things. We are looking for a candidate who excels in communication, demonstrating both warmth and empathy, to effectively assist our valued customers across multiple platform channels.

*This is a temporary contract position scheduled to end on October 10, 2025.

Essential Responsibilities:

In this role, you will:

• Provide high-quality, timely support to Amplify customers via incoming calls, emails, 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

• Collaborate with teammates and other departments when working toward issue resolution

• Develop expertise with Amplify's suite of products and systems

You are a good fit for this role if you:

• Proactively engage in new learning with confidence.

• Have a growth mindset about your work and are receptive to feedback.

• Have excellent communication skills, both written and verbal.

• Can synthesize technical information clearly.

• Take pride in being a brand ambassador and delighting customers in every interaction.

• Have confidence in communicating with district/school personnel.

• Are a tech-savvy self-starter who can find solutions to challenges.

• Have a keen attention to detail.

• Thrive in fast-paced environments with high-demands.

• Can adapt to day-to-day changes with ease.

• Find satisfaction in helping others.

• Enjoy quickly meeting the needs of others and moving to swift resolution.

Minimum Qualifications:

• High school diploma or equivalent

• 1+ years experience using Google Suite products

• 1+ years experience working in the Customer Service field

Preferred Qualifications:

• Degree in Computer Information Technology or Education or related technology certifications

• Experience in an IT/Help Desk Support environment

• Experience in tools such as Salesforce (CRM), Intercom (Chat), and TalkDesk (phone)

• Computer proficiency using Apple/Macbook products

ADDITIONAL INFORMATION:

Time commitment: Analysts work 40 hours per week (including an unpaid 30 minute lunch break and two paid 15 minute breaks daily). Analysts will work an 8-hour shift between 7am - 9pm Eastern Standard Time (EST), Monday through Friday. During the hiring process, candidates will be able to share their preferred shift time. Once the schedule is set, hours are not flexible and the assigned schedule must be followed.

Location: This is a remote position open to candidates residing anywhere within the United States. Applicants must have the legal authorization to work and reside in the U.S.

Availability: Candidates must be available from June 9, 2025 - October 10, 2025 for full time work. Please note that our peak season occurs between 8/1 - 10/1. Time off requests may be limited to accommodate business needs.

Analysts are required to be online, available, and actively engaged throughout their full assigned shifts. Due to the video call nature of our work, analysts must be on camera for meetings, trainings, and customer calls. It is essential that they maintain a professional appearance and setting during these interactions including a quiet uninterrupted environment free of distractions. Analysts should not undertake any other jobs during concurrent hours to ensure full focus and presence in their role.

Equipment: Analysts will be provided with a MacBook, monitor, mouse, and headset to support their role.

Compliance: If you are currently working for a school district, working as an Analyst for our Support Services team must not breach a school district's moonlighting or revolving door policies.

Contract Employment: This role is part of Amplify's contingent workforce. Contingent workers are hired on a temporary, contractual basis to provide specialized services and expertise. You will be employed by a staffing agency, not directly by Amplify. Opportunities to continue beyond the contract period are not in scope for this current role. Future opportunities are contingent upon business demand and require the specialist to be in good standing based on overall performance, professionalism, and customer feedback.

Compensation: The salary range for this position is $20/hr - $22/hr for Support Services Analysts.

Start Date: June 9, 2025

Any communication to applicants relating to the Amplify hiring process will only come from email addresses with the domain amplify.com.

Compensation:

The hourly rate range for this role is $20.00-$22.00.

Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status.

Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email hiringaccommodations@amplify.com.

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If you are selected for employment, a background check will be required. As required by state and local laws and district policies, you may be required to provide additional documentation, such as proof of vaccination, or submit to enhanced background screening, such as fingerprinting.

Amplify is an E-Verify participant.