Note: The job is a remote job and is open to candidates in USA. Wiley is a company that believes in bold ideas and diverse perspectives, seeking to transform knowledge into impact. The Customer Support Representative will assist students and instructors with troubleshooting and administrative tasks, primarily via email, while also reviewing processes to improve workflows for customers and the support team.
Responsibilities
- Manage a high-volume customer support queue by prioritizing, documenting, and resolving student, instructor, billing, account, and technical inquiries
- Investigate customer issues by reviewing account records, course enrollment, subscription details, payment history, activity data, and prior ticket interactions
- Troubleshoot product, grading, access, and LMS-related issues and determine whether the cause is user configuration, course setup, an institutional system, or zyBooks functionality
- Communicate clear and accurate resolutions to students, instructors, and administrators, and summarize complex cases for internal teams
- Escalate unresolved or technical issues with complete documentation, including reproduction steps, expected and actual behavior, affected users, and business impact
- Monitor ticket volume, aging cases, response times, and recurring customer issues to maintain service levels and identify opportunities for process or product improvements
Skills
- Bachelor's Degree in Computer Science, Computer Engineering, Math, IT, or a similar field
- Proficiency in either C, C++, Python, or Java
- Foundational troubleshooting and problem-solving skills, including the ability to gather relevant information, review account records, identify inconsistencies, and follow established procedures to resolve or escalate an issue
- Strong written communication skills, with the ability to explain information clearly, use an appropriate customer-service tone, and summarize customer issues accurately for internal teams
- Strong attention to detail and sound judgment, including the ability to review account, payment, enrollment, activity, and ticket-history information before determining the appropriate next step
- Strong organizational and time-management skills, with the ability to manage multiple customer inquiries, prioritize time-sensitive issues, and follow assigned cases through completion
- Ability to identify recurring issues and collaborate with others, including recognizing patterns across customer inquiries, documenting relevant details, and escalating potential technical or process issues to the appropriate team
- Experience with product troubleshooting
- Experience with Learning Management Systems such as Canvas, Blackboard, Moodle, Brightspace
- Experience with ticketing systems such as Zendesk
Benefits
- We offer meeting-free Friday afternoons allowing more time for heads down work and professional development
- Through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow
- We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package
Company Overview
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