Customer Technical Support Representative - Part Time

Wiley

5d • $15 - $22 • Remote

About The Position

About the Role: The zyBooks Customer Technical Support Representative is responsible for assisting zyBooks’ student and instructor users via email through an email client called Zendesk. The role consists of troubleshooting issues that users describe and answering questions about the zyBooks application/content and how to use it.

Requirements

• Sophomore or Junior pursuing a degree in CS/CE/IT/Engr/Math at a 4-year or 2-year college/university.
• Proficiency in the fundamentals that would be taught in an intro level class for said degree. For ex, if pursuing CS, basic knowledge of loops/branches/functions in either C, C++, Python, or Java.
• Strong attention to detail.
• Strong written communication skills.
• Available to work off hours such as evenings/weekends.
• Access to a laptop or computer.

Nice To Haves

• Has used a zyBooks before as a student.
• Beginner skills in Matlab.
• Beginner skills in mySQL (Databases).
• Beginner skills in Web Programming (HTML/CSS/Javascript).
• Desire to stick with the job for longer than one year.

Responsibilities

• Reviewing student/instructor feedback on zyBooks content and determining the validity of said feedback.
• Assisting users with managing accounts. Ie. merging accounts, transferring subscriptions, resetting passwords etc.
• Escalating issues to internal teams and managing/overseeing their progress while sharing updates with student/instructor customers.
• Assisting the zyBooks Bookstore and Creation team with simple tasks during their busy periods such as generating zyBooks and generating access keys.
• Providing feedback on internal processes and making suggestions for improvements.
• Keeping track of common trends and sharing any findings with the team.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees