Technical Customer Support Associate – Monday to Friday, 11:00AM to 7:00PM

Cengage Group

Customer Support Associate providing live and non-live support for Cengage's educational solutions. Troubleshooting technical issues and collaborating with customers in a remote setting.

Posted 4/23/2026full-timeRemote • Kentucky • 🇺🇸 United StatesJuniorMid-Level💰 $17 - $18 per hourWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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
A quiet, dedicated workspace with a diligent, high-speed internet connection

Benefits

Comp & perks

Vacation accrual starting on day one
401K with employer matched contributions
Healthcare (medical, dental, and vision) coverage starting day one
A work from home position where the necessary job assets are provided by the company

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingtechnical analysiskeyboard proficiencyoperating systemsbrowsersinternet connectivitydigital solutionsticketing systemssoftware developmentfeature requests

Soft Skills

independent workteam collaborationorganizational skillsattention to detailanalytical skillscritical thinkingcommunication skillscustomer supportproblem-solvingself-starter