Technical Customer Support Associate, Night Shift

Cengage Group

Technical Customer Support Associate providing live and non-live support for Cengage digital solutions. Troubleshooting issues and managing customer interactions via ticketing system.

Posted 4/23/2026full-timeRemote • Kentucky • 🇺🇸 United StatesJuniorMid-LevelWebsite

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.
Continually maintain the technical and product knowledge vital to perform the job effectively.
A quiet, dedicated workspace with a diligent, high-speed internet connection.
Technical degree or certification(s) (preferred).
Technical support experience (preferred).
Networking knowledge is a plus (preferred).
Call center experience (preferred).

Benefits

Comp & perks

Vacation accrual starting on day one, plus company-designated and floating holidays throughout the year.
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 supportnetworking knowledgekeyboard proficiencyMicrosoft operating systemsApple operating systemsmajor browsersmobile devicesticketing systemanalytical skills

Soft Skills

independent workteamworkorganizationattention to detailcritical thinkingcommunicationself-startercustomer interactionproblem-solvingdiligence

Certifications

technical degreetechnical certification