Analyst, Technical Support (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.

Amplify is seeking full-time, seasonal Analysts to join our Technical Support team and make a nationwide impact on educators and students. Analysts will serve as the initial point of contact for troubleshooting customer issues and inquiries about Amplify's products, ensuring all systems function correctly and efficiently.

Ideal candidates will have prior customer service experience, be technically savvy, and possess strong attention to detail and urgency. They will support both external clients and internal teams, maintaining high service standards with excellent organizational and communication skills.

Responsibilities include providing in-depth technical support, leveraging experience for advanced troubleshooting, resolving complex issues, assisting team members, and managing escalations and transfers as needed. Candidates will address high-profile customer problems and act as a resource for new staff.

This is a temporary contract position scheduled to end on November 7, 2025.

Essential Responsibilities:

In this role, you will:

• Research and address questions and problems with Assessment & Instruction and Core Curriculum software applications

• Handle high-priority tasks from Strategic Customers and Leadership

• Address requests and maintain SLAs

• Document and resolve issues that need immediate attention or expedition

• Provide information to Engineering via Jira and Salesforce on critical issues

• Serve as a liaison between customer-facing teams and other internal teams

• Recognize both basic and advanced problems, conduct research, provide resolution, and follow up with customers as needed, escalating more complex cases to the appropriate team

• Log and track emails using CRM

• Provide expert customer support, including professional, courteous, and timely communication at all levels of interaction.

You are a good fit for this role if you:

• Proactively engage in new learning with confidence

• Are receptive to feedback and have a growth mindset about your work

• Can analyze, interpret and apply technical content clearly and compellingly

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

• Have a keen attention to detail

• Have excellent communication skills, both over the phone and electronically

• Thrive in fast-paced environments with high-demands

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

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

Minimum Qualifications:

• Related College degree or equivalent experience

• 2+ years' professional work experience in a technical and/ or customer service-based environment

• Experience successfully troubleshooting and resolving technical issues

• Ability to accurately read, write, and interpret instructional and technical documentation

• Ability to be self-motivated and execute tasks with a high level of accuracy to ensure first-time resolution

• Ability to work in a fast-paced environment without compromising customer satisfaction

• Strong attention to detail and investigative skills to "connect the dots" on complex issues.

Preferred Qualifications:

• College Degree in Computer Science, IT

• Basic knowledge of SQL

• Shown understanding of the following programming languages: Python, Java, Java-script, PLSQL, AWS

• Knowledge of Databases: Oracle, PostgreSQL or Amazon RDS databases, Atlassian Suite, Jira, Tableau, Snowflake

• Knowledge of various network topologies, and protocols, including common proxies and firewalls

• Experience in an IT/Help Desk Support environment

• Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail

• Outstanding written and verbal communication and research skills, ability to read and interpret instructional and technical documentation

• Experience with PowerSchool, Clever, Canvas, Infinite Campus, Schoology, or Amplify's product line.

ADDITIONAL INFORMATION:

Time commitment: Analysts work 40 hours per week (including a 30 minute lunch break and two 15 minute breaks daily). Analysts will work an 8-hour shift from 9:30 AM to 6:00 PM Central Standard Time (CST), Monday through Friday.

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 April 14th - November 7th for full time work. Our busiest time is between 7/1 - 9/30. Time off requests can not exceed 5 consecutive days during this time period.

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. Analysts should not undertake any other jobs during concurrent hours to ensure full focus and presence in their role.

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

Compliance: If currently working for a school of district, working as an Analyst for our Technical Support 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 $23 - $26/hr for Technical Support Analysts.

Start Date: April 14, 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 $23.00-$26.00

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

Amplify Education, Inc. is an E-Verify participant.

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