Note: The job is a remote job and is open to candidates in USA. Wiley is a company that transforms knowledge into discoveries that shape the world. The Customer Technical Support Representative is responsible for assisting zyBooks’ student and instructor users via email, troubleshooting issues, and answering questions about the zyBooks application and content.
Responsibilities
- Reviewing student/instructor feedback on zyBooks content and determining the validity of said feedback
- Assisting users with managing accounts. Ie. merging accounts, transferring subscriptions, resetting passwords etc
- Escalating issues to internal teams and managing/overseeing their progress while sharing updates with student/instructor customers
- Assisting the zyBooks Bookstore and Creation team with simple tasks during their busy periods such as generating zyBooks and generating access keys
- Providing feedback on internal processes and making suggestions for improvements
- Keeping track of common trends and sharing any findings with the team
Skills
- Sophomore or Junior pursuing a degree in CS/CE/IT/Engr/Math at a 4-year or 2-year college/university
- Proficiency in the fundamentals that would be taught in an intro level class for said degree. For ex, if pursuing CS, basic knowledge of loops/branches/functions in either C, C++, Python, or Java
- Strong attention to detail
- Strong written communication skills
- Available to work off hours such as evenings/weekends
- Access to a laptop or computer
- Has used a zyBooks before as a student
- Beginner skills in Matlab
- Beginner skills in mySQL (Databases)
- Beginner skills in Web Programming (HTML/CSS/Javascript)
- Desire to stick with the job for longer than one year
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