Note: The job is a remote job and is open to candidates in USA. Cengage is an education technology company providing digital products and services that support learners. The Customer Technical Support Representative provides live and non-live technical support for Cengage digital solutions, troubleshoots customer issues, documents interactions, and escalates software-related problems when needed.

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

Skills

• 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
• 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
• Punctuality and ability to maintain a record of outstanding attendance
• Willingness to accept change
• Ability to make a personal connection when interacting with customers
• Apply critical thinking to problem solving, especially when detailed processes don't apply to a particular problem
• Solid understanding of Apple operating systems is highly preferred
• Technical degree or certification(s)
• Technical support experience
• Networking knowledge is a plus
• Call center experience

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.

Company Overview

Company H1B Sponsorship