Edtech.com's Summary

Wiley is hiring a Customer Technical Support Representative (Part Time). The role involves assisting zyBooks students and instructors via Zendesk email, troubleshooting user issues, managing accounts, escalating problems to internal teams, and providing feedback to improve processes.

Highlights

Assist students and instructors with troubleshooting zyBooks application and content issues via email.
Manage user accounts including merging accounts, transferring subscriptions, and resetting passwords.
Escalate issues to internal teams and provide progress updates to customers.
Support zyBooks Bookstore and Creation team with tasks such as generating access keys during peak periods.
Review student/instructor feedback for validity and track common trends to share with the team.
Use Zendesk as the primary email client for support communication.
Required qualifications include being a sophomore or junior pursuing a degree in CS, CE, IT, Engineering, or Math and foundational programming knowledge in languages such as C, C++, Python, or Java.
Strong written communication, attention to detail, ability to work evenings/weekends, and access to a laptop or computer are mandatory.
Preferred skills include beginner knowledge in Matlab, mySQL, web programming (HTML/CSS/JavaScript), and prior use of zyBooks as a student.
Compensation ranges from 17 to 23 USD per hour.

Customer Technical Support Representative (Part Time) Full Description

Job Description:Customer Technical Support Representative (Part Time)

Location:Remote, CA, USA

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it's in our differences that we empower the way the world learns.

About the Role:

The zyBooks Customer Technical Support Representative is responsible for assisting zyBooks' student and instructor users via email through an email client called Zendesk. The role consists of troubleshooting issues that users describe and answering questions about the zyBooks application/content and how to use it.

Job 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.

Required Qualifications:

- Sophomore or Junior pursuing a degree is 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 pursing 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.

Preferred Qualifications:

- 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

About Wiley:

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

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 tasupport@wiley.com for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and 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. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the United Kingdom, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies.

When applying, please attach your resume/CV to be considered.

Salary Range:17 USD to 23 USD#LI-MS1

Original Job Description