Customer Support Representative

Overview

Build the Future

At McGraw Hill, we create best-in-class, next-generation learning experiences that are used by millions of students and educators worldwide every day. We design intuitive and effective tools that maximize teachers’ time and students’ learning. And we do all of this in a supportive and collaborative environment where we work alongside brilliant colleagues, touch lives around the world, see the difference our hard work makes, and continue on our own paths of lifelong learning.

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 within the United States.

What You'll Do:

• Phone, Email, Chat Handling
• 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

Projects and Programs:

• Participate in department and company-wide activities and provide feedback to enhance the customer experience including identifying opportunities to improve the product and customer experience.

Other Required Accountabilities:

• May be asked to assist in other areas of team responsibilities due to business needs
• May be asked to fulfill responsibilities of the support on-call process which includes participating in on-call rotation and communications
• May be asked to work a flexible schedule based including support beyond normal business hours (evenings and weekends) due to business need
• May be asked to fulfill assist other departments and fulfill responsibilities in other parts of the organization

What You Bring:

• 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

Preferred Qualifications/KSA’s

• Bachelor’s degree
• Experience in learning management systems and educational technology background
  • Experience in using bug and issue tracker (JIRA)
  • Technical support experience in a call center environment

Why work for us?

The work you do at McGraw Hill will be work that matters. We are collectively building experiences that will help shape the future of education. Play your part and experience a sense of fulfilment that will inspire you to even greater heights.

The pay range for this position is between $30,000 - $38,000 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. 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.