Customer Support Specialist, Infosec (Remote)

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/.

Infosec, part of Cengage Group, believes knowledge is power when fighting cybercrime. We help IT and security professionals advance their careers with skills development and certifications while empowering all employees with security awareness and privacy training to stay cyber safe at work and home. It's our mission to equip all organizations and individuals with the know-how and confidence to outsmart cybercrime. Join an organization that was named a top workplace in both Madison and Chicago!

What you'll do here:

As our Customer Service Specialist, you'll provide best in class support to our customers through several methods of communication. You'll engage with them via phone, email, chat and our ticketing system. We are in need of support for our SaaS platforms: Infosec IQ and Infosec Skills. You'll be answering questions ranging from low level technical troubleshooting up to customer concerns. Additionally, this role will provide project support to the Customer Experience Team on an as needed basis.

• Take advantage of every customer interaction to provide a memorable experience
• Field incoming client support requests via phone and email
• Document issues in support tickets and work with the client until resolution
• Identify critical issues that need to be escalated
• Contribute to product documentation and knowledge base
• Collaborate with internal teams to resolve issues

What you'll need here:

• Excellent written and verbal communication skills
• Strong attention to detail and able to troubleshoot software issues
• 1-3 years customer service or level 1 technical support experience
• Self motivated with strong time management skills
• Ability to multitask and shift priorities when necessary
• Experience with Microsoft Office products (Word, Excel, Powerpoint) or equivalent, Google apps preferred
• Helpdesk or customer service ticketing system experience a bonus (Salesforce.com, Service Cloud, Jira, Zendesk, etc.)

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 and Equal Employment Opportunity is the Law notice 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 [email protected] or you may call us at +1 (617) 289-7917.

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.

Base Pay Range

The full base pay range has been provided for this position. Individual base pay will vary based on qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.

$35,200.00 - $56,300.00 USD