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 is responsible for providing exceptional customer service and technical assistance to our clients. This role involves addressing customer inquiries, troubleshooting issues, and delivering solutions in a timely and professional manner. The representative will work to ensure customer satisfaction and uphold the company's reputation for high-quality service while working closely with various internal teams to resolve technical problems and implement enhancements.

Job Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat.
• Diagnose and troubleshoot technical issues related to Wiley products and services.
• Provide detailed explanations and solutions to customers to resolve their concerns.
• Document customer interactions and maintain accurate records of issues and resolutions.
• Collaborate with internal teams, including development and product management, to escalate issues as needed.
• Stay informed about product updates and service enhancements to provide accurate information to customers.
• Contribute to the development of customer support documentation and resources.

Qualifications

• High school diploma or equivalent; associate's or bachelor's degree preferred.
• Proven experience in a customer service or technical support role.
• Strong understanding of technology and the ability to troubleshoot technical issues.
• Excellent communication skills, both verbal and written.
• Ability to work independently and handle multiple tasks in a fast-paced environment.
• Proficiency in using customer service software and Microsoft Office Suite.
• Strong problem-solving skills and attention to detail.

Technologies & Tools

The Customer Technical Support Representative will utilize various technologies and tools, including customer relationship management (CRM) software, ticketing systems for issue tracking, and communication platforms such as Microsoft Teams or Slack. Familiarity with remote desktop support software and basic troubleshooting tools is also essential to effectively assist customers in resolving their technical issues.

Ideal Candidates

Ideal candidates for the Customer Technical Support Representative position possess a strong customer-focused mindset and demonstrate patience and empathy in their interactions. They are skilled communicators who can convey technical concepts to non-technical users with clarity. A proactive attitude and a commitment to continuous learning about Wiley’s products and services are essential. An ability to remain calm under pressure and effectively manage customer expectations will contribute to their success in this role.