Customer Technical Support Representative - Part Time

John Wiley & Sons Inc.; Maryland; Remote; USD 60,000 - 80,000; Part time

Job summary

A leading educational publisher is seeking a part-time Customer Technical Support Representative to provide assistance to students and instructors remotely. Key responsibilities include managing inquiries through a ticketing system, troubleshooting issues, and maintaining a high level of customer satisfaction. Candidates should be pursuing a relevant degree and possess good technical knowledge. This position offers flexible hours tailored around a school schedule.

Qualifications

• Availability early mornings, afternoons, evenings, and weekends (flexible around school schedule).
• Professionalism and reliability are crucial.

Responsibilities

• Review and address student/instructor feedback.
• Manage customer inquiries and complaints.
• Utilize an electronic ticketing system for communications.

Skills

Technical aptitude

Troubleshooting

Strong written communication skills

Attention to detail

Education

Pursuing a degree in Computer Science, Engineering, Math, or a 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.