Customer Technical Support Representative

🔥 3 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $17 - $27 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cengage Group

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

📚 Education

🛍️ eCommerce

☁️ SaaS

💰 Private Equity Round on 2023-06

Education • eCommerce • SaaS

Cengage Group is a global education technology company dedicated to enhancing learning experiences. With over 100 years of service, Cengage provides affordable and high-quality digital products and services that help learners become job-ready. Their offerings support various educational goals, including reskilling, upskilling, degree attainment, and language learning, ensuring access to quality education for individuals of all backgrounds and abilities.

📋 Description

• Provide live and non-live support for a variety of Cengage digital solutions • Use administrative tools to analyze technical issues reported by customers • Troubleshoot and resolve issues related to operating systems, browsers, plug-ins, internet connectivity, and other system requirements • Identify issues requiring further software development or intervention and forward them to the appropriate group • Identify customer feature requests and communicate them appropriately • Accurately document customer interactions using a ticketing system • Provide clear and accurate written and verbal directions to customers and partners

🎯 Requirements

• High school graduate • Ability to work optimally both independently and in a team environment • 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 troubleshoot sophisticated computer-related problems • Proficiency in keyboarding • Ability to maintain the technical and product knowledge vital to perform the job effectively • Quiet, dedicated workspace with a diligent, high-speed internet connection • Technical degree or certification(s) preferred • Technical support experience preferred • Networking knowledge is a plus • Call center experience preferred • Punctuality and ability to maintain a record of outstanding attendance • Willingness to accept change • Ability to make a personal connection when interacting with customers • Critical thinking for problem solving, especially when detailed processes do not apply

🏖️ Benefits

• Vacation accrual starting on day one • Company-designated and floating holidays throughout the year • 401K with employer matched contributions • Healthcare (medical, dental, and vision) coverage starting day one • Work from home position • Necessary job assets provided by the company