Remote Tech Support Specialist – Education Tech

Cengage Group; Billings (MT); On-site; USD 48,712,000 - 77,366,000; Full time

Benefits offered by this job

Vacation accrual starting day one, +H&

401K with employer matched

Job summary

Cengage Group is seeking a customer support specialist to assist customers using digital solutions in educational settings. This is primarily a work-from-home role with full-time hours and benefits.

You will provide live and non-live support, analyze technical issues, and document customer interactions through a ticketing system. Ideal candidates have a high school diploma, strong problémolving skills, and familiarity with Windows/macOS, browsers, and devices.

Qualifications

• High school graduate required.
• Ability to work independently and in a team.
• Organized self-starter with attention to detail.
• Knowledge of Microsoft OS and Office; Apple OS preferred.
• Familiarity with major browsers and mobile devices.
• Strong analytical and troubleshooting skills.
• Good keyboarding speed and accuracy.
• Keep technical/product knowledge up to date.
• Quiet workspace with reliable high-speed internet.

Responsibilities

• Provide live and non-live support for digital solutions.
• Use admin tools to analyze reported issues.
• Troubleshoot issues related to system requirements (OS, browsers, plugins, connectivity).
• Forward complex issues to appropriate teams.
• Capture customer feature requests and report them.
• Document customer interactions in a ticketing system.
• Give clear written and verbal directions to customers and partners.

Skills

High school graduate

Independent work

Organized self-starter

MS Office knowledge

Browsers & mobile devices knowledge

Analytical thinking

Keyboarding

Technical knowledge maintenance

Quiet workspace & reliable internet

Technical degree or certification

Education

High school diploma

Job description

Cengage Group is seeking a customer support specialist to assist customers using digital solutions in educational settings. This is primarily a work-from-home role with full-time hours and benefits.

You will provide live and non-live support, analyze technical issues, and document customer interactions through a ticketing system. Ideal candidates have a high school diploma, strong problémolving skills, and familiarity with Windows/macOS, browsers, and devices.