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Remote Customer Technical Support Representative, Sunday - Thursday, 4 pm - 12 am EST ID-10061

About the position

The Remote Customer Technical Support Representative at Cengage Group is responsible for providing support to customers using Cengage's digital solutions in an educational environment. This role primarily involves troubleshooting technical issues, assisting customers with system requirements, and ensuring a high level of customer satisfaction. The position is remote, with a work schedule from Sunday to Thursday, 4 pm to 12 am EST.

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Remote Phone Job, $50/hr, College Student, Night Shift
Remote Moderator, $42/hr, Weekend, No Experience Required
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Virtual Assistant, $42/hr, Remote, Weekend, No Degree
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Remote Data Entry, $40/hr, Part-Time, No Degree Required
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Data Entry, $40/hr, Part-Time, Remote, Weekend Job
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Remote Moderator, $50/hr, No Degree, Weekend, Part-Time
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Live Chat Support, $45/hr, Part-Time, Remote, No Degree
Data Entry, $50/hr, Remote, Evening Job, College Student
Virtual Assistant, $40/hr, Weekend, Remote, No Experience
Remote Phone Job, $42/hr, Night Shift, College Student Friendly
Remote Customer Support, $45/hr, No Degree, Evening Job
Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job
Data Entry, $40/hr, Evening Job, No Experience, Remote
Remote Live Chat, $42/hr, Weekend, No Degree, Part-Time
Virtual Assistant, $45/hr, No Experience, Remote, Night Job
Phone Job, $50/hr, Remote, Part-Time, College Student
Remote Data Entry, $42/hr, Evening/Night Job, No Experience
Remote Moderator, $45/hr, No Degree, Weekend Job, Part-Time
Live Chat Support, $50/hr, Remote, Night Shift, No Degree
Virtual Assistant, $40/hr, Weekend, College Student, Remote
Remote Phone Job, $42/hr, Part-Time, No Experience Required
Remote Data Entry, $45/hr, No Degree, Weekend, Night Job
Virtual Assistant, $50/hr, Evening, Remote, College Student
Customer Support, $42/hr, Weekend Job, Remote, No Degree
Phone Support, $45/hr, Remote, No Experience, Evening Job
Data Entry, $50/hr, Night Shift, No Degree, Remote Job

Responsibilities

  • Provide live and non-live support for a variety of digital solutions offered by Cengage.
  • Use administrative tools to assist in the analysis of technical issues reported by customers.
  • Troubleshoot and resolve customer-reported issues related to system requirements of Cengage's digital solutions.
  • Identify issues that require further software development and forward them to the appropriate group.
  • Communicate customer feature requests to the relevant teams.
  • Detail customer interactions accurately using a ticketing system.
  • Provide clear and accurate written and verbal directions to customers and partners.

Requirements

  • High school graduate.
  • Ability to work independently and in a team environment.
  • Organized self-starter with high attention to detail.
  • Knowledge of Microsoft operating systems and Office suite; understanding of Apple operating systems is preferred.
  • Understanding of major browsers and mobile devices.
  • Analytical and critical thinking skills for troubleshooting computer-related problems.
  • Proficiency in keyboarding.
  • Maintain technical and product knowledge vital for the job.
  • A quiet, dedicated workspace with a high-speed internet connection.

Nice-to-haves

  • Technical degree or certification(s).
  • Technical support experience.
  • Networking knowledge.
  • Call center experience.

Benefits

  • Potential to earn a quarterly functional bonus based on job performance.
  • Vacation accrual starting on day one, plus company-designated and floating holidays.
  • 401K with employer matched contributions.
  • Healthcare (medical, dental, and vision) coverage starting day one.
  • Quarterly performance reviews with a strong culture of internal advancement.
  • Work from home position with necessary job assets provided by the company.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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