Job Detail

Aspire to Grow

When was the last time you experienced the impact of your work? We are seeking an Customer Support Representative to analyze, research, and solve application and technical issues related to our Achieve3000 literacy products. The position requires the use of multiple systems while responding to a steady volume of incoming calls and/or emails from both internal and external clients in a timely and efficient manner. As such, we’re seeking an individual eager to join our team to touch lives across the world while experiencing first-hand the difference your hard work makes.

This position can work remotely in the United States.

What is this role about?

A Customer Support Representative provides general support to end users on inquiries and requests for Achieve3000 products and services running in web-based environments. This role is responsible for providing first level support to internal and external customers by utilizing standard operating procedures in conjunction with provided knowledge base, customer facing reference materials and hands on product research. Successful agents are highly motivated, and customer focused, providing excellent service to users of or products ultimately has a positive impact on product usage and overall company growth and success.

A typical day might include:

• Use multiple systems while responding to a steady volume of incoming calls and/or emails from both internal and external clients in a timely and efficient manner

• Participate in monthly Quality Assurance sessions with Customer Support Manager to ensure quality service

• Troubleshoot and identify problems preferably SaaS product/platforms

• Communicate effectively with customers and internal employees

• Gather and interpret relevant data and information and use inductive reasoning to resolve customer inquiries

• Create, track and resolve customer cases using Salesforce and other supporting systems

• Provide product support to customers via phone, email and chat using maintained knowledge base, customer facing training materials, remote access software, etc.

• Answer general questions regarding Achieve3000 products

• Resolve issues and complete requests using internal resources in a timely manner

• Escalate or redirect technical issues beyond experience level to the appropriate team or team member

We’re looking for someone with:

• 1+ years of business or work experience in a call center with 100% phone experience

• Experience providing customer support from a remote office environment

• Excellent verbal and written communication skills to accurately understand the customer’s challenge and be able to instruct them how to navigate the product to resolve

• Strong interpersonal skills and ability to work as a team to troubleshoot and resolve more complex issues with other internal departments

• Ability to learn quickly as our products often have new releases with new functionality

• Strong organizational skills in order to maintain documented records of all support inquiries and resolutions as well as appropriate follow up.

• Proficiency in MS Office products including but not limited to Word, Excel and Outlook. The ability to navigate in the different versions of Windows 7,10.

• Familiarity with differences between desktops, laptops, tablets and mobile apps.

· Inquisitiveness and ability to solve problems. · Strong critical thinking skills

• Excellent follow through, attention to detail and able to adhere to a set deadline

• Soft skills: ability to fill in the voids and gaps in conversation with appropriate small talk

• Ability to communicate complex information to a varied audience

• Ability to maintain customer focus during difficult circumstances (provides a high level of professionalism and customer service in all dealings with customers)

• Available to work the following shifts:

• 7:30am – 4:00pm EST

• 8:00am – 4:30pm EST

• 9:00am – 5:30pm EST

• 10:00am – 6:30pm EST

• 10:30am – 7:00pm EST

• 11:00am – 7:30pm EST

• 12:30pm – 9:00pm EST

There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do.

The pay range for this position is between $40,000 - $45,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual bonus plan may be provided as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered. This information is provided per the Colorado Equal Pay Act.