Digital Product Support Advocate

Overview Aspire to Grow. Could your creative thinking build the future? The Digital Product 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. Working hours for this team are 8:00am – 8:00pm ET Monday-Friday. What can you expect from the position? Respond to customer inquiries via phone, email, and chat. This requires internal interactions with Sales Reps and external interactions with teachers, district/school administrators, students, and parents. Resolve inquiries by answering questions on software or online products utilizing skills such as guiding customers through online applications. Document customer contacts and details completely and accurately using Salesforce; following established processes and procedures. Actively manage open cases/tickets and ensure that all necessary follow-ups are completed to provide resolution to meet department SLA’s. Perform basic investigative, troubleshooting, and triage procedures as part of P1 escalation issues. We’re looking for someone with: Excellent communication skills – verbal and written. Advanced problem-solving skills and ability to support all levels of customer technical aptitudes. For example: You may interact with a very technically savvy customer or a customer that is not as tech savvy that may require more patience and direction. Have a pleasant phone voice, exhibit excellent customer service skills, empathy, and patience. Must meet the following technical requirements: Internet service with a minimum download speed of 10 MBPS; not satellite and not cell service. Ethernet cord plugged into your PC and into your modem, no Wi-Fi or hotspots. Understanding of various operating systems including Chrome OS, Mac OS, iOS and Windows 10/11, able to navigate common browsers Chrome, Safari, Firefox and Edge, and have a general understanding of basic browser troubleshooting (such as clearing cookies and cache). Previous experience working remote is preferred but not required. 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.