Customer Technical Support Representative

Role Description

zyBooks seeks a part-time Customer Service Representative to join its highly-motivated 8-person support team that assists 300,000 students and 2,000 instructors at 1,000 universities each year. The position involves utilizing an electronic ticketing system with students and instructors, to answer platform questions, examine and sometimes directly address content/platform bug reports, handle escalated tickets, and more.

• People with strong technical aptitude, good troubleshooting, great communication, and a passion to help people can thrive in this position.

Qualifications

• Pursuing a degree in Computer Science, Engineering, Math, or a related field.
• Knowledge of basics of C, C++, Python, Java, MATLAB, and/or Assembly.
• Availability early mornings, afternoons, evenings, and weekends (flexible around school schedule).
• Strong written communication skills.
• Accuracy, attention to detail, professionalism, reliability.

Requirements

• Reviewing student/instructor feedback on the material and platform.
• Addressing or escalating the feedback appropriately.
• Helping students with accounts and subscriptions.
• Helping instructors with course setup.
• Responding promptly and professionally to customer inquiries to ensure customer satisfaction.
• Acknowledging and resolving customer complaints.
• Communicating with customers through a ticketing system.
• Deep product knowledge, enough to be able to answer questions.
• Keeping records of customer interactions, transactions, comments and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Processing feedback coming from our unique integrated feedback system and making small content corrections/improvements.

Benefits

• Meeting-free Friday afternoons allowing more time for heads down work and professional development.
• Comprehensive benefits package.
• Commitment to fair, transparent pay.