Remote Customer Support Associate (Monday -… at Cengage · Remote

Summary: Cengage Group is a global education technology company dedicated to helping students discover the power and joy of learning. The Customer Support Associate will handle inquiries related to orders, product registrations, and general product questions via various communication channels, while ensuring a high-quality service experience for customers. Responsibilities: - Handle a variety of inquiries with regards to orders, adjustments, gratis copy requests, company websites, digital product registrations and general product and process inquiries via multiple channels, such as phone, email, cases and live chat - Navigate multiple, internal software applications while conversing with customers to clarify their needs, identify the root cause of issues and resolve outstanding inquiries - Identify and report on trends that lead to improvements to our products, services, processes and websites - Achieve established quality, availability and productivity objectives to ensure overall success - Be committed to ongoing personal development - Build in to other's success by sharing acquired knowledge through mentoring opportunities - Thrive in a team environment and also possess the ability to work productively and independently - Demonstrate solid multi-tasking and organizational skills Required Qualifications: - Demonstrate professionalism, attentiveness, compassion and courtesy to others - Dedicated to delivering a service experience that endears customers to proudly reference our products and services - Handle a variety of inquiries with regards to orders, adjustments, gratis copy requests, company websites, digital product registrations and general product and process inquiries via multiple channels, such as phone, email, cases and live chat - Navigate multiple, internal software applications while conversing with customers to clarify their needs, identify the root cause of issues and resolve outstanding inquiries - Identify and report on trends that lead to improvements to our products, services, processes and websites - Achieve established quality, availability and productivity objectives to ensure overall success - Be committed to ongoing personal development - Build into other's success by sharing acquired knowledge through mentoring opportunities - Thrive in a team environment and also possess the ability to work productively and independently - Demonstrate solid multi-tasking and organizational skills - Possess a High School Graduate or GED Required Skills: Customer support, Use of internal software applications, Handling inquiries via phone, email, cases, live chat, Attentiveness, Compassion, Courtesy, Multi-tasking Benefits: Potential to earn a quarterly functional bonus based on individual job performance., Vacation accrual starting on day one, plus company-designated and floating holidays throughout the year!, 401K with employer matched contributions., Healthcare (medical, dental, and vision) coverage starting day one., Quarterly performance reviews with a strong culture of internal advancement., A work from home position where the necessary job assets are provided by the company.