Customer Technical Support Representative - Part Time

About the role

The zyBooks Customer Technical Support Representative assists zyBooks' student and instructor users via email through an email client called Zendesk. The role involves troubleshooting issues, answering questions about the zyBooks application/content, and managing user accounts.

Responsibilities

• Reviewing student/instructor feedback on zyBooks content and determining its validity.
• Aiding users in managing their accounts, such as merging accounts, transferring subscriptions, and resetting passwords.
• Escalating issues to internal teams and overseeing their resolution, sharing updates with students/instructors.
• Assisting the zyBooks Bookstore and Creation team with simple tasks during peak times, like generating zyBooks and access keys.
• Providing feedback on internal processes and suggesting improvements.
• Tracking common trends and sharing 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 of the chosen degree, e.g., loops/branches/functions in C, C++, Python, or Java.
• Strong attention to detail.
• Strong written communication skills.
• Available to work off hours such as evenings/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 stay with the job for longer than one year.

Benefits

We power infinite possibilities. For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere. We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives. Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.

Pay

The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies.

Schedule

Meeting-free Friday afternoons allowing more time for heads down work and professional development.

Equal Opportunity Employer

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer a comprehensive benefits package including fair, transparent pay.