We believe in the power and joy of learning
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
Our culture values diversity, engagement, and discovery
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-diversity/ .
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.
Cengage Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason. You may view Cengage's EEO/Affirmative Action Policy signed by CEO Michael Hansen (https://p.widencdn.net/pdvq6j/EEO_Policy_Statement_January_2017) and Equal Employment Opportunity is the Law notice (http://embed.widencdn.net/pdf/plus/cengage/ybs5gt19ik/eeopost-merged.pdf) by visiting their corresponding links.
Cengage Group is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations.ta@cengage.com or you may call us at +1 (617) 289-7917.
If you are a Colorado state resident, please email jobpostinginquiries@cengage.com to receive compensation information for this role. Please be sure to include this posting's job ID in the subject line of the email to help ensure a timely response.
About Cengage Group
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.
