Remote Customer Technical Support Representative, Sunday - Thursday, 4 pm - 12 am EST
About the position Responsibilities • Provide live and non-live support for a variety of digital solutions offered by Cengage. • Use administrative tools to assist in the analysis of technical issues reported by customers. • Troubleshoot and resolve customer-reported issues related to system requirements of Cengage's digital solutions. • Identify issues that require further software development and forward them to the appropriate group. • Communicate customer feature requests to the relevant teams. • Detail customer interactions accurately using a ticketing system. • Provide clear and accurate written and verbal directions to customers and partners. Requirements • High school graduate. • Ability to work independently and in a team environment. • Organized self-starter with high attention to detail. • Knowledge of Microsoft operating systems and Office suite; understanding of Apple operating systems is preferred. • Understanding of major browsers and mobile devices. • Analytical and critical thinking skills for troubleshooting computer-related problems. • Proficiency in keyboarding. • Maintain technical and product knowledge vital for the job. • A quiet, dedicated workspace with a high-speed internet connection. Nice-to-haves • Technical degree or certification(s). • Technical support experience. • Networking knowledge. • Call center experience. Benefits • Potential to earn a quarterly functional bonus based on job performance. • Vacation accrual starting on day one, plus company-designated and floating holidays. • 401K with employer matched contributions. • Healthcare (medical, dental, and vision) coverage starting day one. • Quarterly performance reviews with a strong culture of internal advancement. • Work from home position with necessary job assets provided by the company. Apply tot his job