Remote EdTech Support Specialist

Cengage Group; Wilmington (DE); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Vacation accrual day one

401K with employer matching

Healthcare coverage from day one

Work from home position

Job summary

Cengage Group is seeking a dedicated Customer Service Associate to handle inquiries across orders, adjustments, gratis copy requests, websites, and digital product registrations. You will work through multiple channels—phone, email, cases, and live chat—while using several internal tools to resolve issues and serve customers.

Successful applicants will excel at multitasking, maintain high-quality service, and contribute to the team’s growth.

Qualifications

• Handle inquiries across orders, adjustments, gratis copy requests, websites and product registrations.
• Assist customers via phone, email, cases and live chat.
• Identify root causes and report trends to improve products and processes.

Responsibilities

• Handle inquiries about orders, adjustments, gratis copy requests, company websites, digital product registrations and general product and process inquiries via multiple channels, such as phone, email, cases and live chat.
• Associates navigate multiple, internal software applications while conversing with customers to clarify their needs, identify the root cause of issues and resolve outstanding inquiries. They identify and report on trends that lead to improvements to our products, services, processes and websites.

Skills

Customer service

Multitasking

Communication

Education

High School Diploma or GED

Tools

CRM software

Job description

Cengage Group is seeking a dedicated Customer Service Associate to handle inquiries across orders, adjustments, gratis copy requests, websites, and digital product registrations. You will work through multiple channels—phone, email, cases, and live chat—while using several internal tools to resolve issues and serve customers.

Successful applicants will excel at multitasking, maintain high-quality service, and contribute to the team’s growth.