Partner Support Representative

Job Locations US-CA-Temecula | US-NY-Clifton Park
Posted Date 2 weeks ago(10/15/2020 11:03 AM)
Requisition ID
2020-8950
Job Function
Outside Sales

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Cengage Logo New

Do you dare to reinvent the future of education?

At Cengage, we are harnessing the power of tech to build a future where all learners have the tools and confidence to achieve their goals.  As a Cengage employee, you will blaze a new trail to transform the way people learn. Collaborating with the best of the best, you will feel challenged and inspired to do breakthrough work. With the support of our united team, there is no limit to what you can imagine, create and set in motion.

Are we right for you?

We set the bar higher by bringing our unique talents and point of view to the table every day.  We are curious and comfortable with change and are willing to take risks to transform education. Most importantly, with everything we do, we put learning first.

 

 

What You'll Do Here:

The ed2go Partner Helpdesk is a one-stop resource for ed2go partner schools, universities, and corporate accounts.  Our Partner Support Representatives respond to a high-volume of partner requests via email and phone (over 100 per day) regarding access and operation of online classrooms, partner administration and training sites, and is an expert in all ed2go products and services.  Assists partners with maintaining and troubleshooting their various ed2go websites; noting trends, reporting system bugs and inconsistencies, facilitating resolution, and beta testing.  Acts as a business liaison, product expert, and advocate for partners and ed2go.  Aims for first-contact resolution by thoroughly analyzing and rectifying partner concerns using established procedures with the necessary sense of urgency and follow up.  Conducts live training webinars, and creates and maintains training materials for partners for multiple ed2go products. 

 

The right candidate will also manage escalated partner issues with necessary authority, while balancing the needs of our partners, students, and business; ability to see the “big picture” by engaging each concerned department in seek of collaboration in order to determine the best resolution for all involved parties.  Helps manage department policies, procedures, and operating structure, setting standards and guidelines for solutions provided to internal and external partners.  

Skills You Will Need Here:

  • Associates degree, or higher (preferred)
  • Minimum 4 years recent customer service experience in a high-volume support environment, preferably in a technical/online support environment.
  • Proven business-to-business customer service experience
  • Exceptional problem-solver and troubleshooter, specializing in resolving complex customer and technical issues at first contact
  • Highly developed computer operation skills, with demonstrated proficiency in navigating multiple sites and applications with ease
  • Working knowledge of web terminology, various operating systems, web browsers, software requirements and compatibility, CRM database management (Salesforce.com)
  • Advanced MS Office applications user; Outlook, Word, Excel, SharePoint, Office 365
  • Excellent written and presentation abilities
  • Can-do positive attitude, ability to work well with all departments and colleagues; understands the “big picture” and wants to serve “the greater good.”
  • Basic HTML coding, website design and UX experience a plus.

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