Remote Customer Technical Support Representative, Sunday - Thursday, 4 pm - 12 am EST

About the position

Responsibilities

• Provide live and non-live support for a variety of digital solutions offered by Cengage.
• Use administrative tools to assist in the analysis of technical issues reported by customers.
• Troubleshoot and resolve customer-reported issues related to system requirements of Cengage's digital solutions.
• Identify issues that require further software development and forward them to the appropriate group.
• Communicate customer feature requests to the relevant teams.
• Detail customer interactions accurately using a ticketing system.
• Provide clear and accurate written and verbal directions to customers and partners.

Requirements

• High school graduate.
• Ability to work independently and in a team environment.
• Organized self-starter with high attention to detail.
• Knowledge of Microsoft operating systems and Office suite; understanding of Apple operating systems is preferred.
• Understanding of major browsers and mobile devices.
• Analytical and critical thinking skills for troubleshooting computer-related problems.
• Proficiency in keyboarding.
• Maintain technical and product knowledge vital for the job.
• A quiet, dedicated workspace with a high-speed internet connection.

Nice-to-haves

• Technical degree or certification(s).
• Technical support experience.
• Networking knowledge.
• Call center experience.

Benefits

• Potential to earn a quarterly functional bonus based on job performance.
• Vacation accrual starting on day one, plus company-designated and floating holidays.
• 401K with employer matched contributions.
• Healthcare (medical, dental, and vision) coverage starting day one.
• Quarterly performance reviews with a strong culture of internal advancement.
• Work from home position with necessary job assets provided by the company.