Remote Customer Technical Support Representative Monday - Friday, 11 am - 7 pm EST

About the position

The Remote Customer Technical Support Representative at Cengage Group is responsible for providing support to customers using Cengage's digital solutions in an educational environment. This role primarily involves troubleshooting technical issues, assisting customers with system requirements, and ensuring a high level of customer satisfaction. The position is fully remote, with a work schedule from Monday to Friday, 11 am to 7 pm EST.

Responsibilities

• Provide live and non-live support for a variety of digital solutions offered by Cengage.
• Use administrative tools to assist in the analysis of technical issues reported by customers.
• Troubleshoot and resolve customer-reported issues related to system requirements of Cengage's digital solutions.
• Identify issues with digital solutions that require further software development and forward them to the appropriate group.
• Identify customer feature requests and communicate them appropriately.
• Fully and accurately detail customer interactions using a ticketing system.
• Provide clear and accurate written and verbal directions to customers and partners.

Requirements

• High school graduate.
• Ability to work optimally both independently and in a team environment.
• An organized self-starter with a high attention to detail.
• Knowledge of Microsoft operating systems and Office suite is required; solid understanding of Apple operating systems is highly preferred.
• Understanding of major browsers and mobile devices.
• Analytical and critical thinking skills to effectively troubleshoot sophisticated computer-related problems.
• Proficiency in keyboarding.
• Continually maintain the technical and product knowledge vital to perform the job effectively.
• A quiet, dedicated workspace with a diligent, high-speed internet connection.

Nice-to-haves

• Technical degree or certification(s).
• Technical support experience.
• Networking knowledge is a plus.
• Call center experience.

Benefits

• Potential to earn a quarterly functional bonus based on job performance.
• Vacation accrual starting on day one, plus company-designated and floating holidays throughout the year.
• 401K with employer matched contributions.
• Healthcare (medical, dental, and vision) coverage starting day one.
• Quarterly performance reviews with a strong culture of internal advancement.
• A work from home position where the necessary job assets are provided by the company.