Remote Customer Technical Support Representative

Cengage; United States; Remote; USD 2,342,000 - 3,720,000; Full time

Benefits offered by this job

Vacation accrual from day one

Employer 401K match

Healthcare (medical, dental, vision)

Work from home with necessary assets

Job summary

Cengage is seeking a remote technical support specialist to assist customers with digital solutions and system requirements. You will use administrative tools to analyze issues, troubleshoot across operating systems, browsers, and internet connectivity, and forward complex problems to the appropriate teams.

The role emphasizes clear communication, accurate ticket documentation, and collaboration with teammates.

Qualifications

• High school diploma required.
• Ability to work independently and in a team.
• Strong attention to detail and organizational skills.
• Knowledge of Microsoft Windows OS and Office; familiarity with macOS preferred.
• Experience with multiple browsers and mobile devices.
• Analytical and troubleshooting skills for complex computer problems.
• Proficient keyboarding speed and accuracy.
• Maintain up-to-date product knowledge for effective support.

Responsibilities

• Provide live and non-live support for our digital solutions.
• Use admin tools to analyze technical issues reported by customers.
• Troubleshoot and resolve system-related issues across OS and browsers.
• Identify issues needing software development and escalate appropriately.
• Document customer interactions clearly in a ticketing system.
• Communicate directions clearly to customers and partners.

Skills

Customer support

Troubleshooting

Windows OS

Office Suite

macOS

Browsers & devices

Analytical thinking

Keyboarding

Self-motivation

Attention to detail

Education

High school diploma

Tools

Ticketing system

Job description

Remote

We believe in the power and joy of learning

At Cengage, our employees have a direct impact in helping learners 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.

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.

Preferred

• Technical degree or certification(s)
• Technical support experience
• Networking knowledge is a plus
• Call center experience

Competencies

• 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.

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.

$17.00 - $27.00 USD