Customer Support Representative

Job location: Remote US

Company: Wiley

Role: Customer Support Representative

About the role:

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. zyBooks continues to grow rapidly, having started in 2012 to revolutionize college computer science, engineering, math, and statistics courses via web-native interactive learning that replaces traditional textbooks and homework. 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.

How you will make an impact:

• 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.

Desired Skills:

• 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.

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, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.

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 UK, 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. Wiley proactively displays target base pay range for UK, Canada and USA based roles.

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

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