Customer Technical Support Representative - Part Time

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Written by AI from the job title and company, not by Wiley, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Customer Technical Support Representative - Part Time at Wiley will be responsible for providing exceptional support to customers through various channels. This role involves troubleshooting technical issues, assisting users with product inquiries, and ensuring customer satisfaction by addressing concerns in a timely and efficient manner. The representative will act as a liaison between the customer and the technical team, facilitating a smooth resolution process while maintaining high standards of customer service.

Job Responsibilities

• Respond to customer inquiries via phone, email, or chat promptly and professionally.
• Troubleshoot and resolve technical issues related to Wiley’s products and services.
• Document customer interactions and resolutions in the support ticketing system accurately.
• Provide product information and guidance to customers to enhance their user experience.
• Collaborate with technical teams to escalate unresolved issues and prioritize customer needs.
• Conduct follow-ups with customers to ensure satisfaction and further assist with ongoing issues.
• Stay current with product updates, policy changes, and industry trends to provide informed support.
• Participate in team meetings and training sessions to enhance skills and product knowledge.

Qualifications

• High school diploma or equivalent; an associate or bachelor's degree is a plus.
• Previous experience in customer service or technical support is preferred.
• Strong problem-solving skills and the ability to work independently.
• Excellent verbal and written communication skills.
• Proficiency in using support software and tools, such as ticketing systems.
• Familiarity with basic technical concepts and troubleshooting methodologies.
• Flexible scheduling availability, including weekends and evenings.

Technologies & Tools

The Customer Technical Support Representative will utilize a variety of technologies and software tools to assist customers effectively. This includes customer relationship management (CRM) software, ticketing systems for tracking customer requests, and communication tools for engaging with customers. A basic understanding of product-specific tools and applications used by Wiley will also be necessary for effective troubleshooting and support.

Ideal Candidates

Ideal candidates for the Customer Technical Support Representative position will possess a customer-first mindset, displaying empathy and patience when interacting with clients. They should demonstrate strong analytical skills to diagnose issues quickly and propose solutions efficiently. A solid grasp of technical concepts alongside a proactive and positive attitude will be crucial for success in this role. Being adaptable and willing to learn in a fast-paced environment will enable the representative to keep pace with evolving product offerings and customer needs.