13 days old

Customer Technical Support Representative (Sunday to Thursday, 6:00pm to 2:00am)

Cengage Learning
Independence, KY 41051
**.** **Do you dare to reinvent the future of education?** At Cengage, we are harnessing the power of tech to build a future where all learners have the tools and confidence to achieve their goals. As a Cengage employee, you will blaze a new trail to transform the way people learn. Collaborating with the best of the best, you will feel challenged and inspired to do breakthrough work. With the support of our united team, there is no limit to what you can imagine, create and set in motion. **Are we right for you?** We set the bar higher by bringing our unique talents and point of view to the table every day. We are curious and comfortable with change and are willing to take risks to transform education. Most importantly, with everything we do, we put learning first. The primary objective for this position is for you to provide technical assistance for customers who are utilizing digital solutions. **What You'll Do Here:** + You will provide live and non-live support for a variety of digital solutions. + Utilize administrative tools to assist in the analysis of technical issues reported by customers. + You will troubleshoot and resolve customer-reported issues related to the system requirements of Cengage Learning'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 up appropriately. + Fully and accurately document customer interactions using a ticketing system. + Provide clear and accurate written and verbal directions to customers and partners. **Skills You Will Need Here:** **Required** + High school graduate. + Ability to work effectively in a team environment. + Self starter, organized, and able to multi-task in a dynamic environment. + Knowledge of Microsoft operating systems and Office suites is required; working knowledge of Apple operating systems is highly preferred. + Understanding of major browsers and mobile devices. + Ability to use analytical thinking to effectively troubleshoot complex computer-related problems. + Proficiency in keyboarding. + Continually maintain the technical and product knowledge necessary to perform the job effectively. **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 exemplary attendance. + Willingness to accept change. + Ability to make a personal connection when interacting with customers. + Apply critical thinking to problem solving, especially when documented processes don't apply to a particular problem. **Job Locations** _US-KY-Independence_ **Posted Date** _1 week ago_ _(3/24/2020 9:39 AM)_ **_Requisition ID_** _2020-8624_ **_Job Function_** _Information Technology_ Cengage is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason. You may view Cengages EEO/Affirmative Action Policy signed by CEO Michael Hansen and Equal Employment Opportunity is the Law notice by clicking on their corresponding links. Cengage is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations.ta@cengage.com or you may call us at +1 (617) 289-7917.

Categories

Posted: 2020-03-23 Expires: 2020-05-03

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Customer Technical Support Representative (Sunday to Thursday, 6:00pm to 2:00am)

Cengage Learning
Independence, KY 41051

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast