Remote Customer Technical Support Representative

Cengage Group; Deutschland; Remote; EUR 20.000 - 32.000; Vollzeit

Benefits dieser Stelle

Vacation accrual starting day one

401K with employer matched

Healthcare (medical, dental, vision)

Work from home position with assets

Zusammenfassung

Cengage Group is seeking a remote customer support specialist to assist users of our digital education solutions. The role emphasizes resolving technical issues, documenting interactions, and communicating effectively with customers and partners.

A quiet home office, strong internet, and capable hardware are required. You will work with Windows and Office, plus familiarity with Apple OS and major browsers, to diagnose problems and provide step-by-step guidance.

Qualifikationen

• High school graduate required.
• Strong ability to troubleshoot computer-related problems.
• Knowledge of Microsoft Windows and Office; Apple OS preferred.
• Understanding of major browsers and mobile devices.
• Analytical and critical thinking to troubleshoot issues.
• Quiet, dedicated workspace with reliable internet.

Aufgaben

• Provide live and non-live support for a variety of digital solutions.
• Use administrative tools to analyze technical issues reported by customers.
• Troubleshoot issues related to system requirements (OS, browsers, plugins, connectivity).
• Escalate issues requiring database or software development intervention to the appropriate group.
• Document customer interactions accurately in a ticketing system.
• Provide clear written and verbal directions to customers and partners.

Kenntnisse

High-speed internet

Independent work

Detail oriented

Windows OS

Office suite

Mac OS knowledge

Browser & mobile knowledge

Troubleshooting

Typing speed

Communication

Technical knowledge

Workspace setup

Jobbeschreibung

We believe in the power and joy of learning

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:

• 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

• 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:

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 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.

Preferred

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

Competencies

• 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.

Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.

Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at [e-mail].

About Cengage

Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

Compensation

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees.

The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.

$17.00 - $27.00 USD