Remote Education Tech Support Specialist

Cengage Group; Omaha (NE); On-site; USD 23,000 - 37,000; Full time

Benefits offered by this job

Vacation accrual from day one

401K with employer matched

Healthcare (medical, dental, vision)

Work from home position with assets

Job summary

Cengage Group is seeking a remote customer support role focused on helping students and educators with digital solutions. You will provide live and non-live support, analyze issues, and communicate effectively with customers and internal teams.

The position emphasizes strong troubleshooting, browser and OS knowledge, and the ability to work well independently or in a team, with a day-one healthcare and benefits framework. Remote work setup required.

Qualifications

• High school graduate.
• Ability to work independently and in a team.
• Organized self-starter with a high attention to detail.
• Knowledge of Microsoft operating systems and Office suite; Apple macOS preferred.
• Understanding of major browsers and mobile devices.
• Analytical and critical thinking skills to troubleshoot problems.
• Proficiency in keyboarding.
• Continually maintain technical and product knowledge.
• Quiet workspace with a high-speed internet connection.
• Preferred: technical degree or certification; call center experience.

Responsibilities

• 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.

Skills

Independent work

Team collaboration

Attention to detail

Keyboarding

Analytical thinking

Troubleshooting

Communication

Education

High school diploma

Tools

Microsoft Windows

Microsoft Office

macOS knowledge

Web browsers

Job description

Cengage Group is seeking a remote customer support role focused on helping students and educators with digital solutions. You will provide live and non-live support, analyze issues, and communicate effectively with customers and internal teams.

The position emphasizes strong troubleshooting, browser and OS knowledge, and the ability to work well independently or in a team, with a day-one healthcare and benefits framework. Remote work setup required.