Remote Customer Tech Support Specialist

Cengage Group; Las Vegas (NV); Remote; USD 23,419,000 - 77,366,000; Full time

Benefits offered by this job

Vacation accrual day one

401K with employer matched

Healthcare coverage starting day one

Work from home with company assets

Job summary

Cengage Group is seeking a Customer Support Specialist to provide live and non-live support for digital solutions in an educational setting. This remote role emphasizes troubleshooting OS, browsers, connectivity, and documenting interactions.

You will collaborate with teams to route issues and capture feature requests while upholding service standards. The position requires a high school diploma and problem-solving skills, with a focus on reliable home internet and efficient communication.

Qualifications

• Must have a high school diploma or equivalent.
• Ability to work independently and in a team.
• Strong attention to detail and organization.
• Proficient with Microsoft Windows and Office; macOS knowledge preferred.
• Familiar with major browsers and mobile devices.
• Analytical, problem-solving and troubleshooting skills.
• Quiet home workspace with reliable high-speed internet.

Responsibilities

• Provide live and non-live support for digital solutions.
• Use admin tools to analyze customer-reported issues.
• Troubleshoot system requirements including OS, browsers, plug-ins, connectivity.
• Identify issues needing software development and forward to appropriate group.
• Record customer interactions in a ticketing system accurately.
• Communicate clear directions to customers and partners.

Skills

Independent working

Team collaboration

Analytical thinking

Keyboarding

Reliable internet

Education

High school diploma

Technical degree or certs (preferred)

Tools

Microsoft Windows

Microsoft Office

Apple macOS

Browsers

Networking basics

Job description

Cengage Group is seeking a Customer Support Specialist to provide live and non-live support for digital solutions in an educational setting. This remote role emphasizes troubleshooting OS, browsers, connectivity, and documenting interactions.

You will collaborate with teams to route issues and capture feature requests while upholding service standards. The position requires a high school diploma and problem-solving skills, with a focus on reliable home internet and efficient communication.