Technical Customer Support Associate – Monday to Friday, 11:00AM to 7:00PM
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Job Description
Customer Support Associate providing live and non-live support for Cengage's educational solutions. Troubleshooting technical issues and collaborating with customers in a remote setting.
Responsibilities:
- Provide live and non-live support for a variety of digital solutions we offer
- Use administrative tools to assist in the analysis of technical issues reported by customers
- Troubleshoot and resolve customer-reported issues related to the system requirements of Cengage’s digital solutions, including but not limited to operating systems, browsers, plug-ins, internet connectivity, etc.
- Identify issues with digital solutions that require further software development/intervention and forward to the appropriate group
- Identify customer feature requests and communicate upwards 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
- A quiet, dedicated workspace with a diligent, high-speed internet connection
Benefits:
- Vacation accrual starting on day one
- 401K with employer matched contributions
- Healthcare (medical, dental, and vision) coverage starting day one
- A work from home position where the necessary job assets are provided by the company
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