Remote Customer Support Associate (Monday - Friday, 11:00AM - 7:00PM EST)

About this role Do you consistently demonstrate professionalism, attentiveness, compassion and courtesy to others? Are you dedicated to delivering a service experience that endears customers to proudly reference our products and services? If so, this position may be for you! In this role, team members handle a variety of inquiries regarding orders, adjustments, gratis copy requests, company websites, digital product registrations and general product and process inquiries via phone, email, cases and live chat. Associates navigate multiple internal software applications while conversing with customers to clarify needs, identify root cause of issues and resolve outstanding inquiries. They identify and report trends that lead to improvements in our products, services, processes and websites. Responsibilities Team members will: Handle inquiries across multiple communication channels. Use internal software to manage and resolve issues. Identify root causes and provide resolutions. Report trends to drive product and process improvements. Qualifications & Success Criteria High School Graduate or GED. Achieve established quality, availability and productivity objectives. Committed to ongoing personal development. Mentor others by sharing knowledge. Work productively both independently and in a team environment. Demonstrate solid multitasking and organizational skills. Benefits Potential to earn a quarterly functional bonus based on individual performance. Vacation accrual starting on day one, plus company‑designated and floating holidays. 401K with employer matched contributions. Healthcare (medical, dental, and vision) coverage starting day one. Quarterly performance reviews with a culture of internal advancement. Work from home position with necessary assets provided by the company. EEO Statement Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Applicants are considered regardless of any classification protected by applicable laws. Cengage is committed to providing reasonable accommodations for qualified individuals with disabilities. If you require accommodation in our application process, contact View email address on click.appcast.io. #J-18808-Ljbffr