Customer Technical Support Representative

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

📋 Description

• Providing assistance to zyBooks’ student and instructor users via email through an email client known as Zendesk.

• Troubleshooting user-reported issues and responding to inquiries about the zyBooks application and content usage.

• Evaluating feedback from students and instructors regarding zyBooks content and assessing its validity.

• Aiding users in managing their accounts, including merging accounts, transferring subscriptions, and resetting passwords.

• Escalating issues to internal teams, monitoring their resolution progress, and communicating updates to student and instructor customers.

• Supporting the zyBooks Bookstore and Creation team with basic tasks during peak periods, such as generating zyBooks and access keys.

• Offering insights on internal processes and suggesting enhancements for improvement.

• Tracking common trends and sharing relevant findings with the team.

⛳️ Requirements

• Currently a sophomore or junior pursuing a degree in Computer Science, Computer Engineering, Information Technology, Engineering, or Mathematics at a 4-year or 2-year college/university.

• Proficient in the fundamentals covered in an introductory level course for the specified degree.

• Excellent attention to detail.

• Strong written communication abilities.

• Available for off-hours work, including evenings and weekends.

• Access to a laptop or computer is required.

• Previous experience using zyBooks as a student is preferred.

• Basic skills in Matlab are preferred.

• Introductory knowledge of mySQL (Databases) is preferred.

• Basic understanding of Web Programming (HTML/CSS/JavaScript) is preferred.

• A commitment to remain in the role for longer than one year is preferred.

🏝️ Benefits

• Meeting-free Friday afternoons.

• Opportunities for professional development.

• Health and wellness programs.

• Support for internal mobility.