Customer Technical Support Representative

At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/.

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.

• 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.

• 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.

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.

• Technical degree or certification(s)
• Technical support experience
• Networking knowledge is a plus
• Call center experience

• 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 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.

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 [email protected] or at +1 (617) 289-7917.

Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

Compensation

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy.

The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location.  Sales roles often incorporate a significant incentive compensation program beyond this base pay range.