Customer Technical Support Representative

🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $16 - $23 / hour

⏱ Part Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Wiley

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

📚 Education

🔬 Science

Education • Science

Wiley is a global publishing and information services company that connects researchers, educators, students, and professionals through scholarly journals, books, digital content, and learning platforms. It operates Wiley Online Library with thousands of journals, reference works, and books, provides textbooks and courseware (including rental and digital access), and offers publishing, research support, and AI-enabled tools and services for academic institutions, R&D teams, societies, and corporations. Wiley advances research discovery and professional learning by combining trusted content with technology platforms, licensing, and development services.

📋 Description

• Assisting zyBooks’ student and instructor users via email through an email client called Zendesk • Troubleshooting issues users describe and answering questions about the zyBooks application/content and how to use it • Reviewing student/instructor feedback on zyBooks content and determining the validity of said feedback • Assisting users with managing accounts (merging accounts, transferring subscriptions, resetting passwords) • Escalating issues to internal teams and overseeing their progress while sharing updates with student/instructor customers • Assisting the zyBooks Bookstore and Creation team with simple tasks during busy periods (generating zyBooks, generating access keys) • Providing feedback on internal processes and making suggestions for improvements • Keeping track of common trends and sharing any findings with the team

🎯 Requirements

• Sophomore or Junior pursuing a degree in CS/CE/IT/Engr/Math at a 4-year or 2-year college/university • Proficiency in the fundamentals taught in an intro level class for said degree • Strong attention to detail • Strong written communication skills • Available to work off hours such as evenings/weekends • Access to a laptop or computer • Has used a zyBooks before as a student (preferred) • Beginner skills in Matlab (preferred) • Beginner skills in mySQL (Databases) (preferred) • Beginner skills in Web Programming (HTML/CSS/Javascript) (preferred) • Desire to stick with the job for longer than one year (preferred)

🏖️ Benefits

• Meeting-free Friday afternoons • Professional development opportunities • Health and wellness programs • Support for internal mobility