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Customer Support Representative

Job Overview

Overview

Build the Future

Could your creative thinking build the future? The Customer Support Representative at McGraw Hill makes a difference for learners and educators across the world. Our team needs individuals with new ideas who connect with people in innovative ways.

How can you make an impact?

The Customer Support Representative will be responsible for providing direct customer service and technical support via phone, email, and chat to instructors, students, and McGraw-Hill employees for digital products provided globally by McGraw Hill and deliver an exceptional customer experience. The Customer Support Representative will take ownership of a customer’s issue and be responsible for all communication and escalation to bring the issue to swift resolution.

This is a remote position open to applicants authorized to work for any employer in the United States.

What can you expect from the position?

• Field customer inquiries via phone, email, and chat
• Deliver an exceptional customer experience on a regular basis to all customers
• Adapt to the technical knowledge level of the caller
• Handle advanced and escalated technical support issues
• Analyze issues and work efficiently with customer towards a resolution
• Own and manage customer issues and communicates regularly and in a timely manner with customer
• Act with sense of urgency, advocate for customer and exhaust all possibilities to resolve customer issues
• Guide customer on walkthroughs about product/service features
• Navigate multiple systems and tools efficiently to assist in research and resolution of customer issue
• Apply advanced troubleshooting and problem-solving techniques to resolve system problems
• Represent the company brand and exercise retention efforts when appropriate
• Responsible for capturing and recording relevant data about the customer and nature of the interaction including actions and steps taken to resolve the issue in the CRM ticketing system
• Work with confidential customer information
• Resolve inquiries by answering questions in digital products, utilizing skills such as guiding customers through applications, and assist with installations
• Own and manage open cases including communication and resolution to customer

What can you bring to the role?

• Bachelor degree preferred
• 2 years of job-related experience in a call center environment
• 2 years of customer service experience
• 2-3 years of computer usage experience
• Must be Flexible; willing to work flexible schedule 
• Must be able to work a 40-hour weekly schedule as well as additional hours during times of high contact volume
• Strong problem-solving skills with customer focus and effective communication 
• Curious and seeks to continuously learn by participating in additional training courses
• Strong interpersonal and customer service orientation skills.
• Must be proficient in documentation (business writing skills)
• Must be computer-savvy (MS Office applications, Internet, web-conferencing tools)
• Proficient with call center technology tools including phone, chat and using CRM ticketing system
• Working knowledge of multiple operating systems, plug-ins, browsers, common software downloads
• Fast-paced environment requiring ability to organize and prioritize workload, communicate effectively, sit for extended periods of time, use standard office equipment and call center technology
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment

Why work for us?

The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfillment that will inspire you to even greater heights.

The pay range for this position is between $27,600-$39,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. Additionally, a full range of medical and/or other benefits, depending on the position offered. Click here to learn more about our benefit offerings.

McGraw Hill recruiters always use a “@mheducation.com” email address and/or from our

Applicant Tracking System, iCIMS. Any variation of this email domain should be considered

suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never

request sensitive information in email.

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