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 product usage tips with an accent on troubleshooting and product expertise. Focus on analyzing issues, collaborating with Product and Engineering teams, and documenting interactions in CRM.

Location: Hybrid in Raleigh-Durham, NC area office (Monday-Friday in office with one day WFH per week)

Company

hirify.global is the country's largest EdTech company developing personalized learning products used by millions, including Rosetta Stone for language learning.

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 issues
• Document interactions in CRM systems and track recurring issues

Requirements

• Bachelor’s Degree
• 1+ years 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, and organized quick learner

Culture & Benefits

• Collaborative culture fostering open exchange of ideas, kindness, and respect
• Passion-driven work environment with focus on impactful products for learners
• Unique team culture valuing diversity, tenacity, and authenticity