Remote Technical Customer Support Associate (Night Shift: Sunday to Thursday, 4:
Cengage Group, San Juan, San Juan, 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 operating systems, browsers, plug‑ins, internet connectivity, and more.
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.
401(k) 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.
Cengage Group is committed to working with broad talent pools to attract and hire strong and the most qualified individuals. We consider applicants 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.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com or at +1 (617) 289-7917.
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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 operating systems, browsers, plug‑ins, internet connectivity, and more.
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.
401(k) 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.
Cengage Group is committed to working with broad talent pools to attract and hire strong and the most qualified individuals. We consider applicants 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.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com or at +1 (617) 289-7917.
#J-18808-Ljbffr