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McGraw Hill
Business Technology Support Associate
Help Desk
Edtech.com's Summary
McGraw Hill is hiring a Business Technology Support Associate. The role resolves technical issues affecting the Customer Experience Team, delivering real-time troubleshooting so agents can keep customer interactions on track across onshore, remote, and offshore teams. It escalates system problems, supports agent onboarding and offboarding, and keeps leadership informed of outages and resolution timelines.
Highlights
- Monitor the health and performance of systems supporting Customer Experience Team agents.
- Troubleshoot hardware, software, and system issues affecting agent productivity.
- Manage system support requests through ticketing, chat, and phone channels.
- Guide team members on effective troubleshooting practices.
- Escalate complex system issues to senior teams to minimize service disruption.
- Support onboarding and offboarding of agents with proper tools and access.
- Communicate incident status, impact, and resolution timelines to leadership.
Business Technology Support Associate Full Description
Overview
Make an Impact!
At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher's time and a student's learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.
What is the role about?
McGraw-Hill Education, the leading provider of digital and print educational materials is looking for a Business Technology Support Associate.
What you will be doing:
The Business Technology Support Associate ensures technical issues impacting the Customer Experience Team (CXT) are resolved quickly to maintain efficient customer interactions across onshore, remote, and offshore teams. Delivers real-time troubleshooting for technical issues that agents encounter while assisting customers, ensuring prompt resolution to keep contacts on track and efficient. Escalates system-related problems that hinder service, and supports the onboarding and offboarding of agents by ensuring they have the proper tools and access. Additionally, communicate system outages promptly and escalate complex issues to senior teams to ensure minimal disruption and smooth operations.
What you need to be considered:
- Monitor the health and performance of systems supporting CXT agents and proactively identify potential issues impacting operations.
- Troubleshoot hardware, software, and system issues while ensuring minimal disruption to agent productivity.
- Manage system support requests through ticketing, chat, and phone channels while guiding team members on effective troubleshooting practices.
- Provide clear communication to leadership regarding incident status, impact, and resolution timelines.
Here's what we offer:
At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts can contribute to the lives of millions.
McGraw Hill recruiters always use a "@mheducation.com" email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email. 51113
McGraw Hill uses an automated employment decision tool (AEDT) to assist in the screening process by recommending candidates with "like skills" based on resume and job data. To request an alternative screening process, please select "Opt-Out" when asked to "Consent to use of Automated Employment Decision Tools" during the application.
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