Cengage Learning Customer Technical Support - Sunday - Thursday 6:00pm - 2:00am in Independence, Kentucky

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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 pioneer transforming 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 bring our “A” game, 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, everything we do, we do for the learner.

The primary objective for this position is to provide technical assistance to Cengage customers utilizing digital solutions.

What You'll Do Here:

  • Provide live and non-live support to Cengage for digital solutions.

  • Utilize administrative tools to assist in the analysis of technical issues reported by customers. Troubleshoot and resolve customer-reported issues related to the system requirements of Cengage's digital solutions including but not limited to operating systems, browsers, plug-ins, internet connectivity, etc.

  • Identify issues with digital solutions that require additional assistance and escalate appropriately.

  • Identify customer concerns or requests for improvement and escalate appropriately.

  • Fully and accurately document customer interactions using a ticketing system.

  • When written communication to a customer is required, provide clear and accurate directions.

  • Effective verbal communications with customers and stakeholders.

Skills You Will Need Here:

Required

  • High school diploma.

  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills.

  • Ability to work effectively in a team environment.

  • Self-motivated, detail-oriented, and organized.

  • Working knowledge of Microsoft operating systems and Office suites is required; working knowledge of Apple operating systems is highly preferred.

  • Working knowledge of major browsers is a must.

  • Ability to use analytical thinking to effectively troubleshoot complex computer-related problems.

  • Proficiency in keyboarding.

  • Ability to multi-task.

  • Acquire and 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 and embrace changes.

  • Ability to convey empathy when interacting with customers.

  • Embrace outside the box thinking when documented processes don't apply to a particular problem.

  • Comfortable with dealing with ambiguous situations.

Requisition ID 2018-4658

Job Function Customer Service/Support