Digital License Support Advocate

Overview Aspire to Grow. Could your creative thinking build the future? The Digital License Support Advocate role 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 next generations of our products are delivering engaging, adaptive, and personalized learning experiences to optimally support every learner. We have an opening for a Digital Product Support Advocate working remotely. This is all in support of our mission to re-imagine learning for millions of students and learners worldwide. As a Digital License Support Advocate you will be responsible for researching and creating licenses in our various access management systems, sending welcome emails to customers, completing order details, and answering customer inquiries regarding licenses via phone and email. What can you expect from the position? Creating accounts and notifying customers of licensing availability Updating contracts with end-user information and start dates to activate orders for invoicing Providing customer support regarding license status, start/end dates, and access status Identifying renewal/expansion/software issues Maintaining and developing process flows for new or existing products as assigned Participating in testing new systems and applications as assigned Meeting or exceeding key performance indicators and quality metrics Troubleshooting and providing customer support on registration, licensing, account expiration dates, and additional services Performing other duties as assigned What's required: High School diploma or equivalent experience required 1+ years of experience in a related field Proven customer service/support experience Experience with Salesforce Experience with MS Office Suite (including Outlook, Teams, Word, and Excel) Proven ability to talk with education professionals and can adapt conversation based on technical ability of internal and external customers Proven ability to troubleshoot Customer Service skills This position requires strong attention to detail, communication skills and competencies demonstrated through previous experience in a support role. You must be able to work with educators at all levels as well as internal contacts Preferred: Enjoys working under pressure Attention to detail Analytical Creative or Solution Oriented Thinker Problem Solver – loves complex problems Here’s what we offer: 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 fulfilment that will inspire you to even greater heights.