Edtech.com's Summary

McGraw Hill is hiring a Customer Support Representative. This role involves providing direct customer service and technical support for digital products to instructors, students, and employees using multiple communication channels. The representative manages customer issues, troubleshoots technical problems, and ensures timely resolutions while maintaining excellent customer experience.

Highlights

Field customer inquiries via phone, email, and chat for digital product support.
Handle advanced and escalated technical support issues and guide customers through product features.
Own customer issues, manage communication, and coordinate resolutions efficiently.
Maintain accurate documentation of customer interactions in CRM ticketing system.
Requires proficiency with call center technology, multiple operating systems, and Microsoft Office applications.
Must have 2 years of call center and customer service experience and 2-3 years of computer usage experience.
Bachelor's degree preferred and strong business writing skills required.
Flexible schedule and availability for 40 hours per week plus additional hours during high volume periods.
Annual salary range between $27,600 and $39,000, with benefits available depending on position.
Clients include global instructors, students, and McGraw Hill employees.

Customer Support Representative Full Description

Customer Support Representative

United States
Operations
Corporate
Remote

Overview

Build the Future
Could your creative thinking build the future? The Customer Support Representative at McGraw Hill makes a difference for learners and educators across the world. Our team needs individuals with new ideas who connect with people in innovative ways.

How can you make an impact?
The Customer Support Representative will be responsible for providing direct customer service and technical support via phone, email, and chat to instructors, students, and McGraw-Hill employees for digital products provided globally by McGraw Hill and deliver an exceptional customer experience. The Customer Support Representative will take ownership of a customer’s issue and be responsible for all communication and escalation to bring the issue to swift resolution.

This is a remote position open to applicants authorized to work for any employer in the United States.

What can you expect from the position?

Field customer inquiries via phone, email, and chat
Deliver an exceptional customer experience on a regular basis to all customers
Adapt to the technical knowledge level of the caller
Handle advanced and escalated technical support issues
Analyze issues and work efficiently with customer towards a resolution
Own and manage customer issues and communicates regularly and in a timely manner with customer
Act with sense of urgency, advocate for customer and exhaust all possibilities to resolve customer issues
Guide customer on walkthroughs about product/service features
Navigate multiple systems and tools efficiently to assist in research and resolution of customer issue
Apply advanced troubleshooting and problem-solving techniques to resolve system problems
Represent the company brand and exercise retention efforts when appropriate
Responsible for capturing and recording relevant data about the customer and nature of the interaction including actions and steps taken to resolve the issue in the CRM ticketing system
Work with confidential customer information
Resolve inquiries by answering questions in digital products, utilizing skills such as guiding customers through applications, and assist with installations
Own and manage open cases including communication and resolution to customer

What can you bring to the role?

Bachelor degree preferred
2 years of job-related experience in a call center environment
2 years of customer service experience
2-3 years of computer usage experience
Must be Flexible; willing to work flexible schedule
Must be able to work a 40-hour weekly schedule as well as additional hours during times of high contact volume
Strong problem-solving skills with customer focus and effective communication
Curious and seeks to continuously learn by participating in additional training courses
Strong interpersonal and customer service orientation skills.
Must be proficient in documentation (business writing skills)
Must be computer-savvy (MS Office applications, Internet, web-conferencing tools)
Proficient with call center technology tools including phone, chat and using CRM ticketing system
Working knowledge of multiple operating systems, plug-ins, browsers, common software downloads
Fast-paced environment requiring ability to organize and prioritize workload, communicate effectively, sit for extended periods of time, use standard office equipment and call center technology
Thrive as a team player in a fast-paced, high-energy, change-oriented environment

Why work for us?

The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfillment that will inspire you to even greater heights.

The pay range for this position is between $27,600-$39,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. Additionally, a full range of medical and/or other benefits, depending on the position offered. Click here to learn more about our benefit offerings.

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.

49303

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.

Original Job Description

Customer Support Representative

United States
Operations
Corporate
Remote

Field customer inquiries via phone, email, and chat
Deliver an exceptional customer experience on a regular basis to all customers
Adapt to the technical knowledge level of the caller
Handle advanced and escalated technical support issues
Analyze issues and work efficiently with customer towards a resolution
Own and manage customer issues and communicates regularly and in a timely manner with customer
Act with sense of urgency, advocate for customer and exhaust all possibilities to resolve customer issues
Guide customer on walkthroughs about product/service features
Navigate multiple systems and tools efficiently to assist in research and resolution of customer issue
Apply advanced troubleshooting and problem-solving techniques to resolve system problems
Represent the company brand and exercise retention efforts when appropriate
Responsible for capturing and recording relevant data about the customer and nature of the interaction including actions and steps taken to resolve the issue in the CRM ticketing system
Work with confidential customer information
Resolve inquiries by answering questions in digital products, utilizing skills such as guiding customers through applications, and assist with installations
Own and manage open cases including communication and resolution to customer

What can you bring to the role?

Bachelor degree preferred
2 years of job-related experience in a call center environment
2 years of customer service experience
2-3 years of computer usage experience
Must be Flexible; willing to work flexible schedule
Must be able to work a 40-hour weekly schedule as well as additional hours during times of high contact volume
Strong problem-solving skills with customer focus and effective communication
Curious and seeks to continuously learn by participating in additional training courses
Strong interpersonal and customer service orientation skills.
Must be proficient in documentation (business writing skills)
Must be computer-savvy (MS Office applications, Internet, web-conferencing tools)
Proficient with call center technology tools including phone, chat and using CRM ticketing system
Working knowledge of multiple operating systems, plug-ins, browsers, common software downloads
Fast-paced environment requiring ability to organize and prioritize workload, communicate effectively, sit for extended periods of time, use standard office equipment and call center technology
Thrive as a team player in a fast-paced, high-energy, change-oriented environment

Why work for us?

McGraw Hill recruiters always use a “@mheducation.com” email address and/or from our

49303

Let me find your next job.

Thanks - you're signed up.

Customer Support Representative

Edtech.com's Summary

Customer Support Representative Full Description

Customer Support Representative

Support Agent II -Fastbridge

Part-time Phone Support Technician

Product Support Contractor

Client Operations Specialist

Customer Service Agent