Customer Technical Support Representative

Wiley

Customer Technical Support Representative responsible for assisting zyBooks’ student and instructor users via email. Troubleshooting users' issues and helping with their accounts.

Posted 7/17/2026part-timeRemote • Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $16 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in troubleshooting and user support for educational technology, with strong written communication skills and attention to detail. Familiarity with zyBooks and basic programming skills in Matlab, mySQL, and Web Programming enhances the ability to assist users effectively.

Highest-signal resume keywords

User SupportTroubleshootingWritten CommunicationAttention to DetailZyBooks Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

MatlabMySQLHTMLCSSJavaScriptTroubleshootingUser Account ManagementFeedback AnalysisData TrackingProcess Improvement

Soft Skills

Attention to DetailWritten CommunicationCustomer Service

Tools & Technologies

ZendeskZyBooks

Industry Keywords

Educational TechnologyUser SupportAccount ManagementFeedback Review

Tech Stack

Tools & technologies

JavaScriptMySQL

About the role

Key responsibilities & impact

Assisting zyBooks’ student and instructor users via email through an email client called Zendesk
Troubleshooting issues users describe and answering questions about the zyBooks application/content and how to use it
Reviewing student/instructor feedback on zyBooks content and determining the validity of said feedback
Assisting users with managing accounts (merging accounts, transferring subscriptions, resetting passwords)
Escalating issues to internal teams and overseeing their progress while sharing updates with student/instructor customers
Assisting the zyBooks Bookstore and Creation team with simple tasks during busy periods (generating zyBooks, generating access keys)
Providing feedback on internal processes and making suggestions for improvements
Keeping track of common trends and sharing any findings with the team

Requirements

What you’ll need

Sophomore or Junior pursuing a degree in CS/CE/IT/Engr/Math at a 4-year or 2-year college/university
Proficiency in the fundamentals taught in an intro level class for said degree
Strong attention to detail
Strong written communication skills
Available to work off hours such as evenings/weekends
Access to a laptop or computer
Has used a zyBooks before as a student (preferred)
Beginner skills in Matlab (preferred)
Beginner skills in mySQL (Databases) (preferred)
Beginner skills in Web Programming (HTML/CSS/Javascript) (preferred)
Desire to stick with the job for longer than one year (preferred)

Benefits

Comp & perks

Meeting-free Friday afternoons
Professional development opportunities
Health and wellness programs
Support for internal mobility