Cengage Learning Customer Technical Support - Monday-Friday 11:00 am-7:00 pm in Independence, Kentucky
The primary objective for this position is to provide technical assistance to Cengage customers utilizing digital solutions.
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