Role overview

The zyBooks Customer Technical Support Representative is responsible for assisting zyBooks’ student and instructor users via email through an email client called Zendesk. The role consists of troubleshooting issues that users describe and answering questions about the zyBooks application/content and how to use it.

Responsibilities

Reviewing student/instructor feedback on zyBooks content and determining the validity of said feedback.
Assisting users with managing accounts, including merging accounts, transferring subscriptions, and resetting passwords.
Escalating issues to internal teams and managing/overseeing their progress while sharing updates with student/instructor customers.
Assisting the zyBooks Bookstore and Creation team with simple tasks during their busy periods, such as generating zyBooks and generating access keys.
Providing feedback on internal processes and making suggestions for improvements.
Keeping track of common trends and sharing any findings with the team.

Requirements

Sophomore or Junior pursuing a degree in CS/CE/IT/Engr/Math at a 4-year or 2-year college/university.
Proficiency in the fundamentals taught in an intro-level class for the chosen degree (e.g., basic knowledge of loops/branches/functions in C, C++, Python, or Java for CS majors).
Strong attention to detail.
Strong written communication skills.
Available to work off-hours, such as evenings and weekends.
Access to a laptop or computer.

Preferred Qualifications

Has used zyBooks before as a student.
Beginner skills in Matlab.
Beginner skills in mySQL (Databases).
Beginner skills in Web Programming (HTML/CSS/Javascript).
Desire to stick with the job for longer than one year.

Application Information

When applying, please attach your resume/CV to be considered.

Compensation and Benefits

Salary Range: 16 USD to 23 USD

Customer Technical Support Representative - Part Time

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Job Description