Technical Customer Support Associate, Night Shift
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Job Description
Technical Customer Support Associate providing live and non-live support for Cengage digital solutions. Troubleshooting issues and managing customer interactions via ticketing system.
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.
- Continually maintain the technical and product knowledge vital to perform the job effectively.
- A quiet, dedicated workspace with a diligent, high-speed internet connection.
- Technical degree or certification(s) (preferred).
- Technical support experience (preferred).
- Networking knowledge is a plus (preferred).
- Call center experience (preferred).
Benefits:
- 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.
- A work from home position where the necessary job assets are provided by the company.
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