Customer Technical Support Representative Part Ti

Customer Technical Support Representative

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it's in our differences that we empower the way the world learns.

About the Role: zyBooks seeks a part-time Customer Service Representative to join its highly-motivated support team that assists 300,000 students and 2,000 instructors at 1,000 universities each year. zyBooks continues to grow rapidly, having started in 2012 to revolutionize college computer science, engineering, math, and statistics courses via web-native interactive learning that replaces traditional textbooks and homeworks. The position involves utilizing an electronic ticketing system with students and instructors, to answer platform questions, examine and sometimes directly address content/platform bug reports, handle escalated tickets, and more. People with strong technical aptitude, good troubleshooting, great communication, and a passion to help people, can thrive in this position.

Desired features in a candidate include: Pursuing a degree in Computer Science, Engineering, Math, or a related field. Knowledge of basics of C, C++, Python, Java, MATLAB, and/or Assembly. Availability early mornings, afternoons, evenings, and weekends (flexible around school schedule) Strong written communication skills. Accuracy, attention to detail, professionalism, reliability.

Job Responsibilities

Reviewing student/instructor feedback on the material and platform. Addressing or escalating the feedback appropriately. Helping students with accounts and subscriptions. Helping instructors with course setup. Responding promptly and professionally to customer inquiries to ensure customer satisfaction. Acknowledging and resolving customer complaints. Communicating with customers through a ticketing system. Deep product knowledge, enough to be able to answer questions. Keeping records of customer interactions, transactions, comments and complaints. Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process. Processing feedback coming from our unique integrated feedback system and making small content corrections/improvements.

zyBooks is an innovative digital-only college publisher, focused on CS, engineering, math, and statistics, with over 150 employees and growing rapidly. Wiley acquired zyBooks in 2019, with zyBooks continuing to operate as a unit. Wiley is an equal opportunity/affirmative action employer. We evaluate qualified applicants and treat all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin,disability, protected veteran status, or based on any individual's status in any group or class protected by applicable federal, state or local laws.