[Remote] Customer Support Associate

Note: The job is a remote job and is open to candidates in USA. Cengage is a global education technology company that provides digital products and services to support learners. The Customer Support Associate handles customer inquiries across multiple channels, navigates internal software applications to resolve issues, and identifies trends that can improve products, services, processes, and websites.

Responsibilities

• In this role, team members handle a variety of inquiries with regards to orders, adjustments, gratis copy requests, company websites, digital product registrations and general product and process inquiries via multiple channels, such as phone, email, cases and live chat
• Associates navigate multiple, internal software applications while conversing with customers to clarify their needs, identify the root cause of issues and resolve outstanding inquiries
• They identify and report on trends that lead to improvements to our products, services, processes and websites
• Achieve established quality, availability and productivity objectives to ensure overall success
• Be committed to ongoing personal development
• Build into other's success by sharing acquired knowledge through mentoring opportunities
• Thrive in a team environment and also possess the ability to work productively and independently
• Demonstrate solid multi-tasking and organizational skills
• Possess a High School Graduate or GED

Skills

• Be committed to ongoing personal development
• Build into other's success by sharing acquired knowledge through mentoring opportunities
• Thrive in a team environment and also possess the ability to work productively and independently
• Demonstrate solid multi-tasking and organizational skills
• Possess a High School Graduate or GED

Benefits

• Vacation accrual starting on day one, plus company-designated and floating holidays throughout the year!
• 401K with employer matched contributions.
• Healthcare (medical, dental, and vision) coverage starting day one.
• Quarterly performance reviews with a strong culture of internal advancement.
• A work from home position where the necessary job assets are provided by the company.

Company Overview

Cengage, a global edtech company, supports learners, educators and institutions across more than 100 countries. It was founded in 1903, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is https://www.cengagegroup.com/.

Company H1B Sponsorship

Cengage has a track record of offering H1B sponsorships, with 3 in 2026, 17 in 2025, 6 in 2024, 21 in 2023, 19 in 2022, 16 in 2021, 56 in 2020. Please note that this does not guarantee sponsorship for this specific role.