Remote Technical Support Specialist

Cengage; United States; Remote; USD 2,342,000 - 3,720,000; Full time

Benefits offered by this job

Vacation accrual from day one

Employer 401K match

Healthcare (medical, dental, vision)

Work from home with necessary assets

Job summary

Cengage is seeking a remote technical support specialist to assist customers with digital solutions and system requirements. You will use administrative tools to analyze issues, troubleshoot across operating systems, browsers, and internet connectivity, and forward complex problems to the appropriate teams.

The role emphasizes clear communication, accurate ticket documentation, and collaboration with teammates.

Qualifications

• High school diploma required.
• Ability to work independently and in a team.
• Strong attention to detail and organizational skills.
• Knowledge of Microsoft Windows OS and Office; familiarity with macOS preferred.
• Experience with multiple browsers and mobile devices.
• Analytical and troubleshooting skills for complex computer problems.
• Proficient keyboarding speed and accuracy.
• Maintain up-to-date product knowledge for effective support.

Responsibilities

• Provide live and non-live support for our digital solutions.
• Use admin tools to analyze technical issues reported by customers.
• Troubleshoot and resolve system-related issues across OS and browsers.
• Identify issues needing software development and escalate appropriately.
• Document customer interactions clearly in a ticketing system.
• Communicate directions clearly to customers and partners.

Skills

Customer support

Troubleshooting

Windows OS

Office Suite

macOS

Browsers & devices

Analytical thinking

Keyboarding

Self-motivation

Attention to detail

Education

High school diploma

Tools

Ticketing system

Job description

Cengage is seeking a remote technical support specialist to assist customers with digital solutions and system requirements. You will use administrative tools to analyze issues, troubleshoot across operating systems, browsers, and internet connectivity, and forward complex problems to the appropriate teams.

The role emphasizes clear communication, accurate ticket documentation, and collaboration with teammates.