Business Technology Support Associate

Mheducation; Hinoba-an; On-site; INR 600,000 - 1,200,000; Full time

Job summary

McGraw Hill Education is seeking a Business Technology Support Associate to ensure timely resolution of technical issues impacting the Customer Experience Team (CXT) across onshore, remote, and offshore groups. The role focuses on real-time troubleshooting, preventing disruption, and smooth operations by providing access and onboarding support for agents.

Responsibilities include monitoring system health, troubleshooting and guiding teams on effective problem-solving, and timely escalation to

Qualifications

• Monitor the health and performance of systems supporting CXT agents.
• Troubleshoot hardware, software, and system issues.
• Manage system support requests through ticketing, chat, and phone channels.
• Provide clear communication to leadership regarding incident status and resolution timelines.

Responsibilities

• Monitor the health and performance of systems supporting CXT agents and proactively identify potential issues impacting operations.
• Troubleshoot hardware, software, and system issues while ensuring minimal disruption to agent productivity.
• Manage system support requests through ticketing, chat, and phone channels while guiding team members on effective troubleshooting practices.
• Provide clear communication to leadership regarding incident status, impact, and resolution timelines.

Skills

System monitoring

Troubleshooting

Ticketing

Communication

Job description

Overview

Make an Impact!

At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher's time and a student's learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.

What is the role about?

McGraw-Hill Education, the leading provider of digital and print educational materials is looking for a Business Technology Support Associate.

What you will be doing:

The Business Technology Support Associate ensures technical issues impacting the Customer Experience Team (CXT) are resolved quickly to maintain efficient customer interactions across onshore, remote, and offshore teams. Delivers real-time troubleshooting for technical issues that agents encounter while assisting customers, ensuring prompt resolution to keep contacts on track and efficient. Escalates system-related problems that hinder service, and supports the onboarding and offboarding of agents by ensuring they have the proper tools and access. Additionally, communicate system outages promptly and escape complex issues to senior teams to ensure minimal disruption and smooth operations.

What you need to be considered:

• Monitor the health and performance of systems supporting CXT agents and proactively identify potential issues impacting operations.
• Troubleshoot hardware, software, and system issues while ensuring minimal disruption to agent productivity.
• Manage system support requests through ticketing, chat, and phone channels while guiding team members on effective troubleshooting practices.
• Provide clear communication to leadership regarding incident status, impact, and resolution timelines.

Here's what we offer:

At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts can contribute to the lives of millions.