Edtech.com's Summary

Wayside Publishing is hiring a Digital Support Representative - Contractor. This role involves supporting end-users with the operation and functionality of Wayside Publishing’s Learning Site, including troubleshooting, providing technical support, and implementing quality assurance processes. The role is full-time and will remain open until September 30, 2025.

Highlights

Provide technical support via phone, chat, and email for Wayside Publishing's Learning Site.
Resolve issues related to login, navigation, content access, and platform functionality.
Collaborate with internal teams to manage user access and support requests.
Experience with CRM software required; Salesforce preferred.
Compensation is $21.50 per hour with uncapped commission potential.
Includes health insurance, dental, vision, life insurance, and more.
1 year of experience in customer or technical support roles required.
Offers retirement savings plan with employer contribution.

Digital Support Representative - Contractor Full Description

Digital Support Representative - Contractor
Fully Remote • Remote Worker - N/A • Business Operations

Job Type

Contract

Description

The Digital Support Representative (contractor) role is accountable for supporting Wayside Publishing’s Learning Site. In this role, you will support end users with the operation and functionality of our application purchased from Wayside Publishing. Support needs may include, but are not limited to, functionality and training to internal and external customers; development and implementation of a quality assurance process; and supporting end-user needs by serving as the primary application support resource.

This position is 40 hours per week, and the contractor role will end on 9/30/2025.

Who We Are

Wayside Publishing is a progressive developer of world language programs, resources, and materials for middle and high schools across the United States. We partner with educators to craft transformative texts and digital tools that engage students and foster successful communication and understanding across cultures.

Primary Responsibilities

Respond promptly to customer inquiries via phone, chat, and email, providing technical support for Wayside Publishing’s Learning Site and associated digital products.
Troubleshoot and resolve end-user issues related to login, navigation, content access, and platform functionality.
Create, update, and resolve cases in the support queue, ensuring timely and thorough follow-up in alignment with internal service standards.
Collaborate with Customer Service, Account Managers, and Integration Specialists to fulfill internal support requests, including provisioning sample/review accounts and managing user access.
Use internal systems to set up new courses, accounts, or digital access as needed to support sales and customer onboarding.
Triage and escalate technical issues to Tier 2 or engineering support when appropriate, ensuring accurate documentation of the issue and steps taken.
Document and update internal knowledge base articles and support resources to improve team efficiency and self-service options for customers.
Participate in ongoing training and cross-functional collaboration to stay current on system updates, product changes, and educational technology trends.
Assist with rostering and integration support, including syncing with Clever, uploading CSV files, and generating LTI credentials when needed.
Maintain a customer-first mindset while navigating a fast-paced, collaborative, and evolving support environment.
Performs other duties as assigned.

Requirements

1 year of experience in customer support or technical support roles or related field
Experience in technical administrative support and/or technical call center preferred.
Experience with CRM software required; Salesforce preferred.
Excellent listening, verbal, and written communication skills
Ability to communicate technical concepts effectively to a nontechnical client base.

What We Offer

Competitive compensation: base salary and commission, uncapped potential.
Health insurance with options for dental, vision, life insurance, and more.
Retirement savings plan with employer contribution.
Employer-paid STD and LTD policies.
Paid holidays.
Work/life balance as a company value.

We believe that traditional hiring policies can hurt the most marginalized people in society, including people of color, people from working-class backgrounds, women, and LGBTQ people. Because we believe that these communities must be centered in the work we do, we strongly encourage applications from people with these identities or who are members of other marginalized communities.

Wayside Publishing is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

When submitting your application, please include a concise cover letter that speaks to your experience and why this role is the next best step in your career.

NO PHONE CALLS OR RECRUITERS PLEASE.

Salary Description

$21.50 per hour

Original Job Description

Digital Support Representative - Contractor
Fully Remote • Remote Worker - N/A • Business Operations

Job Type

Contract

Description

This position is 40 hours per week, and the contractor role will end on 9/30/2025.

Who We Are

Primary Responsibilities

Respond promptly to customer inquiries via phone, chat, and email, providing technical support for Wayside Publishing’s Learning Site and associated digital products.
Troubleshoot and resolve end-user issues related to login, navigation, content access, and platform functionality.
Create, update, and resolve cases in the support queue, ensuring timely and thorough follow-up in alignment with internal service standards.
Collaborate with Customer Service, Account Managers, and Integration Specialists to fulfill internal support requests, including provisioning sample/review accounts and managing user access.
Use internal systems to set up new courses, accounts, or digital access as needed to support sales and customer onboarding.
Triage and escalate technical issues to Tier 2 or engineering support when appropriate, ensuring accurate documentation of the issue and steps taken.
Document and update internal knowledge base articles and support resources to improve team efficiency and self-service options for customers.
Participate in ongoing training and cross-functional collaboration to stay current on system updates, product changes, and educational technology trends.
Assist with rostering and integration support, including syncing with Clever, uploading CSV files, and generating LTI credentials when needed.
Maintain a customer-first mindset while navigating a fast-paced, collaborative, and evolving support environment.
Performs other duties as assigned.

Requirements

1 year of experience in customer support or technical support roles or related field
Experience in technical administrative support and/or technical call center preferred.
Experience with CRM software required; Salesforce preferred.
Excellent listening, verbal, and written communication skills
Ability to communicate technical concepts effectively to a nontechnical client base.

What We Offer

Competitive compensation: base salary and commission, uncapped potential.
Health insurance with options for dental, vision, life insurance, and more.
Retirement savings plan with employer contribution.
Employer-paid STD and LTD policies.
Paid holidays.
Work/life balance as a company value.

When submitting your application, please include a concise cover letter that speaks to your experience and why this role is the next best step in your career.

NO PHONE CALLS OR RECRUITERS PLEASE.

Salary Description

$21.50 per hour

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Digital Support Representative - Contractor

Edtech.com's Summary

Digital Support Representative - Contractor Full Description

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