Customer Technical Support Representative - Part Time

Wiley is a company that transforms knowledge into impact, and they are seeking a Customer Technical Support Representative to assist zyBooks’ users via email. This role involves troubleshooting issues, managing user accounts, and providing feedback for process improvements.

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

Requirements:

• 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