Customer Support Representative

Overview Impact the Moment Do you enjoy testing the limits of possibility? At McGraw Hill, our Customer Support Representative drives progress and helps build the future of learning. If you have the passion and technical expertise to thrive in an innovative and agile environment, we want to learn more about you. 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 chatting to instructors, students, and McGraw-Hill employees for digital products provided globally by McGraw Hill and deliver 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 within the United States. What you will be doing: Field customer inquiries via phone, email, and chat while delivering an exceptional customer experience and adapting communication to the customer’s technical knowledge level. Own and manage customer cases from initial inquiry through resolution, maintaining timely communication, demonstrating urgency, and advocating for the customer throughout the process. Handle advanced and escalated technical support issues by analyzing problems, applying advanced troubleshooting techniques, and efficiently identifying appropriate resolutions. Guide customers through digital product features, applications, installations, and other product/service functionality to help resolve inquiries and improve their overall experience. Navigate multiple systems, tools, and resources to research customer issues, identify solutions, and resolve technical problems efficiently. Accurately document customer interactions, relevant data, troubleshooting steps, actions taken, and resolutions within the CRM/ticketing system while handling confidential customer information. Represent the company brand by supporting customer retention efforts, exploring all available resolution options, and escalating or collaborating with other teams when necessary. Support broader business needs, including assisting other departments, participating in on-call rotations, and working flexible schedules—including evenings and weekends—as required. We’re looking for someone with: Bachelor’s degree preferred, along with 2 years of job-related experience in a call center environment and 2 years of customer service experience. Experience with learning management systems (LMS), educational technology, and bug/issue tracking tools such as JIRA. 2–3 years of computer usage experience with proficiency in MS Office applications, internet, web-conferencing tools, and common software downloads. Proficient with call center technology, including phone, chat, and CRM ticketing systems, with working knowledge of multiple operating systems, plug-ins, and web browsers. Strong problem-solving, communication, interpersonal, and customer service skills, with a consistent focus on understanding and resolving customer needs. Strong documentation and business writing skills, with the ability to accurately document customer interactions, issues, and resolutions. Curious and committed to continuous learning, with a willingness to participate in additional training and adapt to new technologies, processes, and responsibilities. Able to thrive in a fast-paced, high-energy, change-oriented team environment while effectively organizing and prioritizing workload; must be flexible and available for a 40-hour workweek, additional hours during high-volume periods, and flexible schedules as needed. Why work for us? 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 $38,000 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 may be provided, depending on the position offered. Click here to learn more about our benefit offerings. McGraw Hill recruiters always use a “@mheducation.com” or "@careers.mheducation.com” email addresses 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.