Customer Technical Support Representative

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Deliver both live and non-live assistance for a range of Cengage digital solutions.

• Utilize administrative tools to evaluate technical issues reported by customers.

• Diagnose and rectify problems related to operating systems, browsers, plug-ins, internet connectivity, and other system prerequisites.

• Recognize issues that necessitate additional software development or intervention and direct them to the relevant team.

• Identify customer feature requests and relay them appropriately.

• Precisely document customer interactions through a ticketing system.

• Offer clear and accurate written and verbal guidance to customers and partners.

⛳️ Requirements

• Must be a high school graduate.

• Capability to work effectively both independently and collaboratively in a team setting.

• Self-motivated individual with strong organizational skills and attention to detail.

• Proficient knowledge of Microsoft operating systems and Office suite is essential.

• Strong understanding of Apple operating systems is highly desirable.

• Familiarity with major browsers and mobile devices.

• Possess analytical and critical thinking skills to address complex computer-related challenges.

• Proficient in keyboarding.

• Ability to maintain the technical and product knowledge essential for effective job performance.

• A quiet, dedicated workspace with a reliable, high-speed internet connection is required.

• Technical degree or certification(s) is preferred.

• Prior experience in technical support is preferred.

• Knowledge of networking is an advantage.

• Experience in a call center environment is preferred.

• Punctuality and a track record of excellent attendance are crucial.

• Openness to change is essential.

• Ability to establish a personal connection when engaging with customers.

• Critical thinking skills for problem-solving, particularly when standard processes do not apply.

🏝️ Benefits

• Vacation accrual begins on the first day of employment.

• Company-designated and floating holidays offered throughout the year.

• 401K plan with employer-matched contributions.

• Healthcare coverage (medical, dental, and vision) available from day one.

• Remote work position.

• Necessary job tools and resources provided by the company.