Customer Technical Support Representative - Part Time

John Wiley & Sons Inc.; Arkansas; Remote; USD 10,000 - 60,000; Part time

Job summary

A leading educational services company seeks a part-time Customer Technical Support Representative for its support team. The role involves assisting students and instructors with platform-related questions and feedback. Ideal candidates will be pursuing a degree in a related field and have strong communication and technical skills. The company offers a salary range of $17 to $23 per hour and a flexible schedule.

Benefits

Comprehensive benefits package

Qualifications

• Minimum availability during early mornings, afternoons, evenings, and weekends.
• Attention to detail and professionalism required.
• Reliability in responding to inquiries and managing customer expectations.

Responsibilities

• Review student/instructor feedback on materials and platform.
• Respond promptly and professionally to customer inquiries.
• Communicate with customers through a ticketing system.

Skills

Technical troubleshooting

Strong written communication

Customer service

Product knowledge

Education

Pursuing a degree in Computer Science, Engineering, Math, or related field

Tools

C

C++

Python

Java

MATLAB

Assembly

Job description

Overview

Job Title: Customer Technical Support Representative - Part Time

Location: Remote, CA, USA

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it's in our differences that we empower the way the world learns.

About the Role

zyBooks seeks a part-time Customer Service Representative to join its highly-motivated support team that assists 300,000 students and 2,000 instructors at 1,000 universities each year. The position involves utilizing an electronic ticketing system with students and instructors, to answer platform questions, examine and sometimes directly address content/platform bug reports, handle escalated tickets, and more. People with strong technical aptitude, good troubleshooting, great communication, and a passion to help people can thrive in this position.

Responsibilities

• Reviewing student/instructor feedback on the material and platform.
• Addressing or escalating the feedback appropriately.
• Helping students with accounts and subscriptions.
• Helping instructors with course setup.
• Responding promptly and professionally to customer inquiries to ensure customer satisfaction.
• Acknowledging and resolving customer complaints.
• Communicating with customers through a ticketing system.
• Deep product knowledge, enough to be able to answer questions.
• Keeping records of customer interactions, transactions, comments and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Processing feedback from our feedback system and making small content corrections/improvements.

Qualifications

• Pursuing a degree in Computer Science, Engineering, Math, or a related field.
• Knowledge of basics of C, C++, Python, Java, MATLAB, and/or Assembly.
• Availability early mornings, afternoons, evenings, and weekends (flexible around school schedule).
• Strong written communication skills.
• Accuracy, attention to detail, professionalism, reliability.

About Wiley

Wiley is a trusted leader in research and learning. We are an equal opportunity/affirmative action employer. We evaluate qualified applicants and treat all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, or based on any individual\'s status in any group or class protected by applicable federal, state or local laws. We may provide reasonable accommodation to applicants and employees with disabilities. For accommodation requests, contact [e-mail].

Wiley is committed to fair, transparent pay and offers a comprehensive benefits package. Salary ranges are provided for geographic locations and may vary based on factors such as location, skills, and experience.

Salary Range: 17 USD to 23 USD

When applying, please attach your resume/CV to be considered.