Customer Technical Support Representative (Sunday to Thursday, 4:00pm to 12:00am)

Job Locations US-KY-Independence | US-OH-Cincinnati
Posted Date 2 weeks ago(9/8/2020 2:37 PM)
Requisition ID
2020-8977
Job Function
Information Technology

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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.

 

The primary objective for this position is for you to provide technical assistance for customers who are utilizing digital solutions.

What You'll Do Here:

  • You will provide live and non-live support for a variety of digital solutions.
  • Utilize administrative tools to assist in the analysis of technical issues reported by customers.
  • You will troubleshoot and resolve customer-reported issues related to the system requirements of Cengage Learning'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 up appropriately.
  • Fully and accurately document customer interactions using a ticketing system.
  • Provide clear and accurate written and verbal directions to customers and partners.

Skills You Will Need Here:

Required

  • High school graduate.
  • Ability to work effectively in a team environment.
  • Self starter, organized, and able to multi-task in a dynamic environment.
  • Knowledge of Microsoft operating systems and Office suites is required; working knowledge of Apple operating systems is highly preferred.
  • Understanding of major browsers and mobile devices.
  • Ability to use analytical thinking to effectively troubleshoot complex computer-related problems.
  • Proficiency in keyboarding.
  • Continually maintain the technical and product knowledge necessary to perform the job effectively.

Preferred

  • Technical degree or certification(s)
  • Technical support experience
  • Networking knowledge is a plus
  • Call center experience

Competencies

  • Punctuality and ability to maintain a record of exemplary attendance.
  • Willingness to accept change.
  • Ability to make a personal connection when interacting with customers.
  • Apply critical thinking to problem solving, especially when documented processes don't apply to a particular problem.

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