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Cengage Learning Tech Support Seasonal Agent REMOTE (Monday - Friday 1:00 PM - 9:00 PM) in Montana

The primary objective for this work from home seasonal position is to provide access and registration support to Cengage customers utilizing digital solutions.

Essential Duties/Responsibilities

  • Provide inbound, live support for customers using Cengage digital solutions.

  • Utilize administrative tools and documentation to assist in the analysis of access and registration issues reported by customers.

  • Identify issues with digital solutions and provide resolution. Also identify issues which require expert assistance and raise appropriately.

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

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

    Skill/Knowledge/Experience

Required

  • You are a high school graduate at minimum.

  • Excellent oral and written communication skills.

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

  • Proven understanding of Microsoft operating systems and Office suites is required,

  • Proven understanding of Apple operating systems is highly preferred.

  • Proven understanding of popular internet browsers is required.

  • Proficiency in keyboarding.

Preferred

  • Customer support/service experience

  • Call center experience

  • Salesforce experience

Work from Home Requirements

  • A dedicated workspace free of noise and distractions.

  • A cable or fiber optics broadband internet connection. A hard-wired Ethernet connection to the access point is preferred.

  • A Windows computer or laptop with the Windows 10 Operating System or higher.

  • Dual monitors are highly preferred.

  • Firefox and Chrome are installed web browsers on your computer.

Competencies

  • Punctuality and ability to maintain a record of outstanding attendance.

  • Able to balance multiple issues at one time.

  • Ability to convey empathy when interacting with customers.

  • Comfortable in dealing with ambiguous situations.

#LI-Remote

Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.

We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

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