Remote Technical Customer Support Associate… at Cengage · Remote

Summary: Cengage Group is a global education technology company dedicated to enhancing learning experiences. The Technical Customer Support Associate will provide support for Cengage's digital solutions, assisting customers with technical issues and ensuring a smooth user experience. Responsibilities: - Provide live and non-live support for a variety of digital solutions we offer - Use 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 further software development/intervention and forward to the appropriate group - Identify customer feature requests and communicate upwards appropriately - Fully and accurately detail customer interactions using a ticketing system - Provide clear and accurate written and verbal directions to customers and partners Required Qualifications: - High school graduate - Ability to work optimally both independently and in a team environment - An organized self-starter with a high attention to detail - Knowledge of Microsoft operating systems and Office suite is required; solid understanding of Apple operating systems is highly preferred - Understanding of major browsers and mobile devices - Analytical and critical thinking skills to effectively troubleshoot sophisticated computer-related problems - Proficiency in keyboarding - Continually maintain the technical and product knowledge vital to perform the job effectively - A quiet, dedicated workspace with a diligent, high-speed internet connection Preferred Qualifications: - Technical degree or certification(s) - Technical support experience - Networking knowledge is a plus - Call center experience Required Skills: Microsoft operating systems, Microsoft Office suite, Apple operating systems, Web browsers, Mobile devices, Keyboarding, Analytical thinking, work in a team Benefits: 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., A work from home position where the necessary job assets are provided by the company.