Cengage Group

Customer Technical Support Representative

Cengage Group

full-time

Posted on:

Origin:  • 🇺🇸 United States • Ohio

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Salary

💰 $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.