Remote Technical Customer Support Associate (Night Shift: Sunday to Thursday, 4:
Cengage Group, Fargo, ND, United States
The objective of this role is to provide support to customers who are using Cengage digital solutions in an educational environment. This is primarily a work from home position.
What you’ll do here:
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.
Benefits
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.
Skills you’ll need here:
Required
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.
Preferred
Technical degree or certification(s)
Technical support experience
Networking knowledge is a plus
Call center experience
Competencies
Punctuality and ability to maintain a record of outstanding attendance.
Willingness to accept change.
Ability to make a personal connection when interacting with customers.
Apply critical thinking to problem solving, especially when detailed processes don't apply to a particular problem.
Hourly Compensation: $19.50
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
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What you’ll do here:
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.
Benefits
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.
Skills you’ll need here:
Required
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.
Preferred
Technical degree or certification(s)
Technical support experience
Networking knowledge is a plus
Call center experience
Competencies
Punctuality and ability to maintain a record of outstanding attendance.
Willingness to accept change.
Ability to make a personal connection when interacting with customers.
Apply critical thinking to problem solving, especially when detailed processes don't apply to a particular problem.
Hourly Compensation: $19.50
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
#J-18808-Ljbffr