Customer Technical Support Representative

Cengage; Kentucky; Hybrid; USD 23,000 - 37,000; Full time

Benefits offered by this job

Vacation accrual starting day one

401K with employer matched

Healthcare (medical, dental, vision)

Job summary

Cengage is a global education technology company serving millions of learners, offering digital products and services that help students gain skills and be job ready. This work-from-home customer support role supports users of our digital solutions in education environments, with tools and resources provided by the company.

You will troubleshoot issues across operating systems, browsers, and devices, document interactions in a ticketing system, and escalate when needed.

Qualifications

• High school graduate required.
• Technical degree or certification(s) preferred.
• Ability to troubleshoot across operating systems and browsers.
• Excellent written and verbal communication.

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 diploma

Independent work

Detail oriented

Windows knowledge

Office suite

macOS knowledge

Browsers & devices

Customer support

Analytical thinking

Internet proficiency

Technical degree/certifications

Call center experience

Punctual attendance

Tools

Microsoft Windows

Microsoft Office

Apple macOS

Web browsers

Job description

We believe in the power and joy of learning At Cengage, our employees have a direct impact in helping students 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. Cengage's portfolio of businesses supports student choice by providing a range of pathways that help learners achieve their goals and lead a choice-filled life.

Our culture values inclusion, engagement, and discovery. Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/

The objective of this role

We 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:

• 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)
• Technical support experience
• Networking knowledge is a plus
• Call center experience
• 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. Click here to learn more about our Total Rewards Philosophy. 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 Cengage, a global edtech company, supports learners, educators and institutions across more than 100 countries. With products serving nearly 16 million digital users across the Higher Education, School, Work and English Language Learning markets, we've built a learning ecosystem that connects education to employment. We combine trusted content, AI-powered insights and scalable digital platforms to power learning for every future and drive meaningful outcomes at every stage of the learning journey.