Customer Support Representative

Wiley • Remote, VA, USA, VA

5d • $46,400 - $66,400 • Remote

About The Position

A zyBooks Customer Support Representative assists students and instructors with items such as troubleshooting, administrative items, and addressing general questions or feature requests. Most support is completed via email, but Support Reps might be expected to hop on Zoom calls for VIP customers or customers that need an extra hand. While addressing tickets, a Customer Support Representative should also review all internal and external processes and make suggestions on how to improve workflows for our customers as well as workflows for helping the team to better and more efficiently help our customers.

Requirements

• Bachelor’s Degree in Computer Science, Computer Engineering, Math, IT, or a similar field.
• Proficiency in either C, C++, Python, or Java.
• Foundational troubleshooting and problem-solving skills, including the ability to gather relevant information, review account records, identify inconsistencies, and follow established procedures to resolve or escalate an issue.
• Strong written communication skills, with the ability to explain information clearly, use an appropriate customer-service tone, and summarize customer issues accurately for internal teams.
• Strong attention to detail and sound judgment, including the ability to review account, payment, enrollment, activity, and ticket-history information before determining the appropriate next step.
• Strong organizational and time-management skills, with the ability to manage multiple customer inquiries, prioritize time-sensitive issues, and follow assigned cases through completion.
• Ability to identify recurring issues and collaborate with others, including recognizing patterns across customer inquiries, documenting relevant details, and escalating potential technical or process issues to the appropriate team.

Nice To Haves

• Experience with product troubleshooting.
• Experience with Learning Management Systems such as Canvas, Blackboard, Moodle, Brightspace.
• Experience with ticketing systems such as Zendesk.

Responsibilities

• Manage a high-volume customer support queue by prioritizing, documenting, and resolving student, instructor, billing, account, and technical inquiries.
• Investigate customer issues by reviewing account records, course enrollment, subscription details, payment history, activity data, and prior ticket interactions.
• Troubleshoot product, grading, access, and LMS-related issues and determine whether the cause is user configuration, course setup, an institutional system, or zyBooks functionality.
• Communicate clear and accurate resolutions to students, instructors, and administrators, and summarize complex cases for internal teams.
• Escalate unresolved or technical issues with complete documentation, including reproduction steps, expected and actual behavior, affected users, and business impact.
• Monitor ticket volume, aging cases, response times, and recurring customer issues to maintain service levels and identify opportunities for process or product improvements.

Benefits

• meeting-free Friday afternoons allowing more time for heads down work and professional development
• robust body of employee programming
• opportunities to foster community, learn, and grow
• competitive compensation
• comprehensive benefits package

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level