Wiley

Customer Support Representative

Remote, VA, USA

Sponsorship not specifiedDetected 5 days ago

PythonC++Computer VisionCustomer SupportCommunicationProblem Solving

About the role

Investigate customer issues by reviewing account records, course enrollment, subscription details, payment history, activity data, and prior ticket interactions.
Troubleshoot product, grading, access, and LMS-related issues and determine whether the cause is user configuration, course setup, an institutional system, or zyBooks functionality.
Communicate clear and accurate resolutions to students, instructors, and administrators, and summarize complex cases for internal teams.

Manage a high-volume customer support queue by prioritizing, documenting, and resolving student, instructor, billing, account, and technical inquiries.
Monitor ticket volume, aging cases, response times, and recurring customer issues to maintain service levels and identify opportunities for process or product improvements.
We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact.
A zyBooks Customer Support Representative assists students and instructors with items such as troubleshooting, administrative items, and addressing general questions or feature requests.

Bachelor's Degree in Computer Science, Computer Engineering, Math, IT, or a similar field.
Proficiency in either C, C++, Python, or Java.
Strong written communication skills, with the ability to explain information clearly, use an appropriate customer-service tone, and summarize customer issues accurately for internal teams.
Strong attention to detail and sound judgment, including the ability to review account, payment, enrollment, activity, and ticket-history information before determining the appropriate next step.

Experience with product troubleshooting.
Experience with ticketing systems such as Zendesk.
We power infinite possibilities.
For more than 200 years, we've transformed knowledge into discoveries that shape the world.
We're not just observers of progress.
Here, your talent matters.
Your ideas have room to grow.
Wiley is an equal opportunity/affirmative action employer.

Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what's possible within science and learning.

We are a culture that obsesses over impact, challenges, and drives what's next to power infinite possibilities for our customers, colleagues and society at large.
Most support is completed via email, but Support Reps might be expected to hop on Zoom calls for VIP customers or customers that need an extra hand.

This listing is sourced directly from Wiley's careers page and normalized into a canonical job model.