Remote Customer Technical Support Specialist

Cengage Group; Burlington (VT); On-site; USD 23,000 - 37,000; Full time

Benefits offered by this job

Vacation accrual starting day one

401K with employer matched

Healthcare (medical, dental, vision)

Work from home

Job summary

Cengage Group is hiring for a remote Customer Support role focused on assisting customers using Cengage digital solutions in educational settings. This work-from-home position requires strong problem-solving, OS/browsers knowledge, and the ability to communicate clearly with customers and partners.

Responsibilities include live support, issue analysis, and accurate ticketing. The role emphasizes independent work, teamwork, and continuous learning in a fast-paced edtech environment.

Qualifications

• High school graduate required.
• Ability to work independently and in a team.
• Organized self-starter with strong attention to detail.
• Knowledge of Windows OS and Office; familiarity with macOS preferred.
• Understanding of major browsers and mobile devices.
• Analytical thinking for troubleshooting.
• Good keyboarding skills.
• Maintain up-to-date technical/product knowledge.

Responsibilities

• Provide live and non-live support for digital solutions.
• Use admin tools to analyze reported issues.
• Troubleshoot system requirements across OS/browsers, connectivity, plugins.
• Identify issues needing software development intervention and escalate.
• Log customer interactions accurately in the ticketing system.
• Give clear written and verbal guidance to customers and partners.

Skills

Independent work

Team collaboration

Organized self-starter

Attention to detail

Microsoft Windows

Microsoft Office

Apple macOS

Browsers & devices

Analytical thinking

Keyboarding

Technical knowledge

Quiet workspace

Education

High school diploma

Job description

Cengage Group is hiring for a remote Customer Support role focused on assisting customers using Cengage digital solutions in educational settings. This work-from-home position requires strong problem-solving, OS/browsers knowledge, and the ability to communicate clearly with customers and partners.

Responsibilities include live support, issue analysis, and accurate ticketing. The role emphasizes independent work, teamwork, and continuous learning in a fast-paced edtech environment.