Employer: Amplify Education
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.
The Materials Support Specialist is responsible for post-implementation order issues for all products and levels of end users. Typically our customers are school districts, which may include up to hundreds of individual schools and tens of thousands of teacher and student users. This role ensures customers receive all products and services purchased and that all customer needs are met.
The Materials Support Specialist acts as a liaison between customers and other internal groups within Amplify, while maintaining contact during the logistics and delivery process, focusing on proactive support, and ensuring customer success with each product.
“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 Materials Support Specialist:
- Provide support specific to logistics, shipping, delivery and materials to Amplify external and internal 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
- Research solutions to customer questions and problems using Knowledge Base or other relevant materials, collaborate with support teams aimed at working toward problem resolution, and provide timely follow-up for unresolved issues
- Develop expertise with Amplify’s proprietary products and systems
- Coordinate multiple aspects of new and existing business service delivery to customers, including shipments of materials
- Proactively settle and resolve escalated issues or sophisticated requests from customers by providing timely follow-up and mentorship to the team
- Consistently demonstrate customer service excellence and standard methodologies
Basic Qualifications of the Materials Support Specialist:
- Associates Degree or equivalent experience
- 1+ years’ experience in a Customer Service role
- Proficiency with MS Office suite and Google Apps
Preferred Qualifications of the Materials Support Specialist:
- Experience in a IT/Help Desk Support environment
- Experience in a project management function
- Proficiency with Sales Force
- Degree in Computer Information Technology or Education
- Experience in a IT/Help Desk Support environment
- Experience efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail
- Experience conducting research
- Experience interpreting and writing instructional and user documentation
