Customer Technical Support Representative
Cengage Group
Job Level
JuniorMid-Level
About the role
- Join the Refunds team and take responsibility for identifying and reporting issues and following up on corrective actions.
- Ensure the correct flow of operations by completing the refunds received in different countries where the company has a presence.
- Perform daily routines: process and ensure corresponding manual refunds within established deadlines; contact banks and processors for confirmation of refunds; analyze reports and contact the technical area to solve possible technical problems.
- Identify and report issues and follow-up corrective actions to resolve differences and deficiencies.
- Manage tight SLAs and prioritize workload according to urgency.
- Work closely with other departments of the company.
Requirements
- Bachelor’s degree in administration or any other related field (in process or completed).
- 1+ years of administrative or back office experience, preferably in a multicultural environment.
- Fluent in English.
- Strong Excel skills, ability to handle large amounts of data, and to create reports.
- High attention to detail, excellent analytical skills, Systematic and well-organized.
- Ability to adapt to change quickly and multitask.
