Customer Technical Support Representative - Part Time

About the Role :

zyBooks seeks a part-time Customer Service Representative to join its highly-motivated 8-person 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.

How you will make an impact :

• 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.

What we look for :

• 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.

About Wiley :

Enabling Discovery, Powering Education, Shaping Workforces.

We clear the way for seekers of knowledge : illuminating the path forward for research and education, tearing down barriers to society's advancement, and giving seekers the help they need to turn their steps into strides.

Wiley may have been founded over two centuries ago, but our secret to success remains the same : our people. We are willing to challenge the status quo, move the needle, and be innovative.

Wiley's headquarters are located in Hoboken, New Jersey, with operations across the globe in more than 40 countries.

Wiley is an equal opportunity / affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws.

Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact for assistance.

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