Workday Integration – PRISM Technical Analyst
Zoox
Customer Technical Support Representative
Cengage Group
full-time
Posted on:
Location: Ohio • 🇺🇸 United States
Visit company websiteSalary
💰 $17 - $22 per hour
Job Level
Mid-LevelSenior
About the role
- Provide live and non-live support for a variety of digital solutions we offer. Use administrative tools to assist in the analysis of technical issues reported by customers. Troubleshoot and resolve customer-reported issues related to the system requirements of Cengage’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 upwards appropriately. Fully and accurately detail customer interactions using a ticketing system. Provide clear and accurate written and verbal directions to customers and partners.
Requirements
- High school graduate Ability to work optimally both independently and in a team environment. An organized self-starter with a high attention to detail. Knowledge of Microsoft operating systems and Office suite is required; solid understanding of Apple operating systems is highly preferred. Understanding of major browsers and mobile devices. Analytical and critical thinking skills to effectively troubleshoot sophisticated computer-related problems. Proficiency in keyboarding. Continually maintain the technical and product knowledge vital to perform the job effectively. A quiet, dedicated workspace with a diligent, high-speed internet connection. 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 outstanding attendance. Willingness to accept change. Ability to make a personal connection when interacting with customers. Apply critical thinking to problem solving, especially when detailed processes don't apply to a particular problem.
