Cengage Learning Customer Technical Support - Monday-Friday 11:00 am-7:00 pm in Independence, Kentucky


Position Description

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


Essential Duties/Responsibilities

  • Providelive and non-livesupport toCengage for digital solutions.

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

  • Identifyissueswith digitalsolutionsthatrequire additional assistanceand escalate appropriately.

  • Identify customer concernsor requests forimprovement and escalate appropriately.

  • Fully and accurately document customerinteractions using a ticketing system.

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

  • Effective verbal communicationswith customers and stakeholders.




  • 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; workingknowledge 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 andproduct knowledge necessary to perform the job effectively.


  • Technical degree or certification(s)

  • Technical support experience.

  • Networking knowledge is a plus

  • Call center experience.


  • Punctualityand ability to maintain a record ofexemplaryattendance.

  • 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.

Job Locations US-KY-Independence

Posted Date 4 days ago

Requisition ID 2017-3765

Job Function Customer Service/Support