Job Description

Job Description:

In-scope tasks and activities are limited to:

• Provides inbound support for customers using Cengage digital solutions.
• Utilizes administrative tools and documentation to assist in the analysis of access and registration issues reported by customers
• Identifies issues with digital solutions and provide resolution and identifies issues which require expert assistance and raise appropriately
• Fully and accurately details customer interactions using a ticketing system
• Channels: Chat, Voice, and Salesforce web tickets only

Job Qualification:

• College level (accepts Senior High School graduate but with BPO experience)
• B2 and above AMCAT score
• Proficiency in using computers/Windows
• Ability to diagnose and resolve technical problems systematically
• Experience with technical support
• Use of troubleshooting tools and techniques (e.g., remote access, diagnostic utilities)
• Ability to research and find solutions to technical issues.
• Excellent communication skills
• Ability to explain technical concepts clearly and concisely to non-technical users