Edtech.com's Summary

McGraw Hill is hiring a Digital License Support Advocate to manage licensing accounts, communicate with customers, and support order processing and customer inquiries. The role involves creating licenses, updating contracts, troubleshooting issues, and participating in system testing while meeting performance metrics.

Highlights

Manage creation of digital licenses and notify customers of availability.
Update contracts with end-user details to activate invoicing.
Provide customer support on license status, access, and expiration dates.
Identify renewal, expansion, and software issues for customers.
Develop and maintain process flows for products and assist with system testing.
Use MS Office Suite and Salesforce in daily tasks.
Require at least 1 year of customer service or related experience and a high school diploma or equivalent.
Interact effectively with education professionals and adapt communication to technical levels.
Troubleshoot problems and resolve customer issues efficiently.
Annual salary range of $36,000 - $41,400 with potential benefits.

Digital License Support Advocate Full Description

Digital License Support Advocate

United States
Operations Management & Support
Corporate
Remote

Overview

Make an Impact!
When was the last time you experienced the impact of your work? Our Digital License Support Advocate team thrives on building meaningful relationships with educators and learners. With that comes the unique opportunity to touch lives across the world and experience first-hand the difference your hard work makes.

How can you make an impact?
As a Digital License Support Advocate you will be responsible for researching and creating licenses in our various access management systems, sending welcome emails to customers, completing order details, and answering customer inquiries regarding licenses via phone and email.

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

What you will be doing:

Creating accounts and notifying customers of licensing availability.
Updating contracts with end-user information and start dates to activate orders for invoicing.
Providing customer support regarding license status, start/end dates, and access status.
Identifying renewal/expansion/software issues.
Maintaining and developing process flows for new or existing products as assigned.
Participating in testing new systems and applications as assigned.
Meeting or exceeding key performance indicators and quality metrics.
Troubleshooting and providing customer support on registration, licensing, account expiration dates, and additional services.
Performing other duties as assigned.

We’re looking for someone with:

1+ years of experience in customer service/support or in a related field.
High School diploma or equivalent experience required.
Experience with MS Office Suite (including Outlook, Teams, Word, and Excel); experience with Salesforce.
Proven ability to talk with education professionals and can adapt conversation based on technical ability of internal and external customers.
Proven ability to troubleshoot; problem solver.
Customer service skills, attention to detail, communication skills, and work well under pressure.

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.

The pay range for this position is between $36,000 - $41,400 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 may be provided, depending on the position offered. Click here to learn more about our benefit offerings.

McGraw Hill recruiters always use a “@mheducation.com” or "@careers.mheducation.com" email addresses 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.

49857

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

Digital License Support Advocate

United States
Operations Management & Support
Corporate
Remote

Creating accounts and notifying customers of licensing availability.
Updating contracts with end-user information and start dates to activate orders for invoicing.
Providing customer support regarding license status, start/end dates, and access status.
Identifying renewal/expansion/software issues.
Maintaining and developing process flows for new or existing products as assigned.
Participating in testing new systems and applications as assigned.
Meeting or exceeding key performance indicators and quality metrics.
Troubleshooting and providing customer support on registration, licensing, account expiration dates, and additional services.
Performing other duties as assigned.

We’re looking for someone with:

1+ years of experience in customer service/support or in a related field.
High School diploma or equivalent experience required.
Experience with MS Office Suite (including Outlook, Teams, Word, and Excel); experience with Salesforce.
Proven ability to talk with education professionals and can adapt conversation based on technical ability of internal and external customers.
Proven ability to troubleshoot; problem solver.
Customer service skills, attention to detail, communication skills, and work well under pressure.

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.

49857

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Digital License Support Advocate

Edtech.com's Summary

Digital License Support Advocate Full Description

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