Job Title: Technical Support Representative
Pay Rate: $17.50/hr
Work Location: Remote
Shift: Our hours of operation range from 8am ET to 1am ET, including weekends.
Anticipated Duration: Temporary contract likely to extend based on performance.
About the Role:
We are seeking motivated and customer-focused Technical Support Representatives to join our team during the busy back-to-school season. In this role, you will provide technical and help desk support for our digital learning platforms, assisting instructors, administrators, and students across colleges and universities.
Key Responsibilities:
Respond to customer inquiries via phone, chat, email, and other support channels
Provide troubleshooting support for McGraw Hill digital products and general system issues
Manage and own support cases from initial contact through resolution using a ticketing system
Research issues and escalate complex cases to Tier 2 support when necessary
Deliver exceptional customer service with timely follow-up and clear communication
Accurately document customer interactions and input data into internal systems
Assist with retention efforts and provide solutions to enhance customer experience
Maintain confidentiality when handling sensitive customer information
Participate in training sessions and support continuous improvement initiatives
Collaborate with team members in a dynamic, fast-paced environment
Required Qualifications:
Strong verbal and written communication skills
Excellent problem-solving and analytical abilities
Ability to multitask, prioritize, and stay organized in a high-volume environment
Professional demeanor and ability to remain calm under pressure
Detail-oriented with strong data entry accuracy
2–3 years of general computer experience
Preferred:
2+ years of call center experience
2+ years of customer service experience
Technical Skills
Experience with ticketing systems (e.g., Salesforce or similar)
Familiarity with call center phone systems (e.g., Avaya)
Ability to troubleshoot basic browser issues (cache, cookies, etc.)
Proficiency with:
Microsoft Outlook
Microsoft Office Suite
Web browsers (Firefox, Safari, Internet Explorer, etc.) on Windows or Mac
Why Join Us?
Gain experience supporting industry-leading educational technology
Work in a collaborative and energetic team environment
Build valuable technical and customer support skills
Opportunity to make a direct impact during a critical academic season
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf
For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
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Company Description
This company offers growth and a great group of people to work with.
