Remote Customer Technical Support Representative

We believe in the power and joy of learning

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At Cengage, our employees have a direct impact in helping learners around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

The objective of this role is to provide support to customers who are using Cengage digital solutions in an educational environment. This is primarily a work from home position.

What you’ll do here

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• 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.

Benefits

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• 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.

Skills you’ll need here

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Required

• 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 O