Cengage Group Customer Support Associate (Remote) in Salt Lake City, Utah
We believe in the power and joy of learning At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Our culture values diversity, engagement, and discovery Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-diversity/. What you'll do here: + Navigate multiple, internal software applications while conversing with customers to resolve outstanding customer service issues + Resolve product or service problems by clarifying the customer's needs; resolving the root cause of the issue; selecting and explaining the best solution to tackle the request; and following up to ensure satisfaction while meeting established quality, call and productivity objectives to ensure overall success. + Promote and improve customer loyalty and retention, so customers adopt, use and enjoy our digital learning products. + Assist in learning management systems course builds or updates. + Create time tracking grids for sales team. + Create documentation on school specific learning management systems configurations & account set up. + Attend weekly team meeting to discuss new learning management systems program features and capabilities. + Compile, review, and process course seat enrollment data for schools. + Create and implement new workflow processes to improve end user efficiency and customer satisfaction. + Use JIRA ticketing system to track and resolve issues. + Support Sales team with Access Code creations for digital platforms. + Monitor Customer Support Slack Channel with internal team members. + Conduct proactive customer outreach to monitor and improve customer satisfaction + This is currently a remote position. Skills you will need here: + Possess a High School Graduate or GED. + Self starter, biased toward action and accountability that thrives in a team environment. + Recognize trends which lead to improvements of our products, services, processes and websites. + Display digital literacy as well as strong written and verbal communication skills. + Demonstrate the ability to grasp and master technical concepts and new operating and digital platforms/systems. + Ability to identify barriers to customer success and the desire to advocate for improvements. + Confidence in challenging the status quo; exercising critical thinking skills that propel the team forward. + Knowledge and experience with LMS Platforms, Sharepoint, CRM Platforms, Slack, Zoom, MS Outlook, Word, Excel and PowerPoint. + Experience with Salesforce or other CRM applications. + You are committed to ongoing, personal development and improvement. + Skilled in multi-tasking and organization to ensure phone, chat, cases and other team workload balance reduction. Milady, a Cengage Group Company, is the number one provider of beauty and wellness learning solutions for schools all over the world. Since 1927, we have proudly provided the industry with educational resources for programs in Cosmetology, Esthetics, Barbering, Nail Technology, Makeup, Massage Therapy, Salon & Spa Management and Business Training. Cengage Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason. You may view Cengage’s EEO/Affirmative Action Policy signed by CEO Michael Hansen (https://p.widencdn.net/pdvq6j/EEO_Policy_Statement_January_2017) and Equal Employment Opportunity is the Law notice (http://embed.widencdn.net/pdf/plus/cengage/ybs5gt19ik/eeopost-merged.pdf) by visiting their corresponding links. Cengage Group is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at firstname.lastname@example.org or you may call us at +1 (617) 289-7917. If you are a Colorado state or New York City resident, please email email@example.com to receive compensation information for this role. Please be sure to include this posting’s job ID in the subject line of the email to help ensure a timely response. About Cengage Group Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.