Customer Technical Support Representative - Part Time

John Wiley & Sons Inc.; Washington (District of Columbia); Remote; USD 100,000 - 125,000; Part time

Job summary

A leading educational publisher seeks a part-time Customer Technical Support Representative to assist students and instructors. The ideal candidate will have a background in technical fields and strong communication skills. Responsibilities include reviewing feedback, addressing inquiries, and resolving issues. This role offers flexible hours, making it easy to fit around a school schedule.

Benefits

Flexible working hours

Comprehensive benefits package

Qualifications

• Pursuing a degree in a related field.
• Strong written communication skills.
• Attention to detail and reliability.

Responsibilities

• Reviewing student/instructor feedback.
• Addressing or escalating feedback.
• Helping students with accounts and subscriptions.
• Responding promptly to customer inquiries.
• Keeping records of customer interactions.

Skills

C

C++

Python

Java

MATLAB

Assembly

Strong written communication

Attention to detail

Professionalism

Reliability

Education

Pursuing a degree in Computer Science, Engineering, Math

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.