Remote Tech Support Specialist

Cengage; Kentucky; Hybrid; 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)

Job summary

Cengage is a global education technology company serving millions of learners, offering digital products and services that help students gain skills and be job ready. This work-from-home customer support role supports users of our digital solutions in education environments, with tools and resources provided by the company.

You will troubleshoot issues across operating systems, browsers, and devices, document interactions in a ticketing system, and escalate when needed.

Qualifications

• High school graduate required.
• Technical degree or certification(s) preferred.
• Ability to troubleshoot across operating systems and browsers.
• Excellent written and verbal communication.

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

High school diploma

Independent work

Detail oriented

Windows knowledge

Office suite

macOS knowledge

Browsers & devices

Customer support

Analytical thinking

Internet proficiency

Technical degree/certifications

Call center experience

Punctual attendance

Tools

Microsoft Windows

Microsoft Office

Apple macOS

Web browsers

Job description

Cengage is a global education technology company serving millions of learners, offering digital products and services that help students gain skills and be job ready. This work-from-home customer support role supports users of our digital solutions in education environments, with tools and resources provided by the company.

You will troubleshoot issues across operating systems, browsers, and devices, document interactions in a ticketing system, and escalate when needed.