Customer Support Analyst (Rosetta Stone)

TL;DR

Customer Support Analyst (Rosetta Stone): Support individual language learners worldwide with subscription and billing questions, technical fixes, and tips for optimal product experience. Focus on troubleshooting issues, analyzing user requests, and collaborating with Product, Engineering, and Account Management teams to resolve customer problems.

Location: San Mateo, CA headquarters office (Monday-Friday in office with option to work from home one day per week)

$25.00 to $29.00 per hour + benefits

Company

hirify.global is the largest EdTech company in the country, reaching millions of learners through products like Rosetta Stone for immersive language learning in 25 languages.

What you will do

• Deliver exceptional service and technical support to Rosetta Stone customers via email and phone
• Develop in-depth product expertise to assist learners and resolve issues effectively
• Analyze, diagnose, and troubleshoot technical requests in a timely manner
• Communicate product features, updates, and solutions clearly
• Collaborate with Product, Engineering, and Account Management teams on customer issue solutions
• Document interactions in CRM systems and track recurring issues

Requirements

• Bachelor’s Degree
• 1+ years experience in a customer-facing role in a corporate setting
• Strong written and verbal communication skills
• Excellent analytical, diagnostic, and troubleshooting skills
• Ability to prioritize tasks and work efficiently
• Energetic, positive, detail-oriented, organized quick learner who works well independently and collaboratively

Culture & Benefits

• Unique culture fostering collaboration, open exchange of ideas, kindness, and respect
• Approach work with passion, tenacity, and authenticity
• Value diversity in age, race, ethnicity, gender, sexual orientation, physical/mental ability, political/religious beliefs, and life experience
• Equal opportunity employer promoting an inclusive work environment