Edtech.com's Summary

Wiley is hiring a Customer Technical Support Representative - Part Time. The role involves assisting zyBooks' students and instructors via email using Zendesk by troubleshooting user issues, managing accounts, escalating and tracking internal team progress, and supporting other zyBooks teams during busy periods while providing process improvement feedback.

Highlights

Assist students and instructors with zyBooks content and application issues via email.
Manage user accounts including merging accounts, subscription transfers, and password resets.
Escalate and oversee progress of issues with internal teams, updating customers accordingly.
Support zyBooks Bookstore and Creation team by generating zyBooks and access keys during peak times.
Review and validate user feedback and track common trends to inform the team.
Use Zendesk as the primary email client for communication.
Required skills include introductory programming knowledge in C, C++, Python, or Java, strong written communication, and attention to detail.
Must be a sophomore or junior pursuing a degree in CS, CE, IT, Engineering, or Math at a college or university.
Preferred qualifications include prior zyBooks usage, and beginner knowledge of Matlab, mySQL, and web programming (HTML/CSS/JavaScript).
Salary ranges from $16 to $23 USD per hour, with part-time remote work.

Customer Technical Support Representative - Part Time Full Description

Job Description:

We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what's possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what's next to power infinite possibilities for our customers, colleagues and society at large.

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 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.

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.

We power infinite possibilities.

For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere.

We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives.

Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.

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 [email protected] 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 in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. 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:16 USD to 23

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Original Job Description