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# Remote Customer Technical Support Representative

- **Company:** Cengage Group
- **Location:** Albuquerque, NM, United States (Remote available)
- **Salary:** $35,360.0 - $56,160.0
- **Contract:** Permanent contract
- **Skills:** Web Browsers, Issue Tracking Systems, Internetworking, Microsoft Operating Systems, Office Suite, Software Engineering, Software Requirements Analysis, Flexi (Photoshop Plugin), Computer Network Technologies
- **Published:** September 11, 2026
- **Apply:** https://dejobs.org/x/x/E14FD2EFA25645B38A1C1E6A201A42ED/job/

## About the Role

* High school graduate
 * Ability to work optimally both independently and in a team environment.
 * An organized self-starter with a high attention to detail.
 * Knowledge of Microsoft operating systems and Office suite is required; solid understanding of Apple operating systems is highly preferred.
 * Understanding of major browsers and mobile devices.
 * Analytical and critical thinking skills to effectively troubleshoot sophisticated computer-related problems.
 * Proficiency in keyboarding.
 * Continually maintain the technical and product knowledge vital to perform the job effectively.
 * A quiet, dedicated workspace with a diligent, high-speed internet connection.

Preferred

 * Technical degree or certification(s)
 * Technical support experience
 * Networking knowledge is a plus
 * Call center experience

Competencies

 * Punctuality and ability to maintain a record of outstanding attendance.
 * Willingness to accept change.
 * Ability to make a personal connection when interacting with customers.
 * Apply critical thinking to problem solving, especially when detailed processes don't apply to a particular problem.

## Description

At Cengage, our employees have a direct impact in helping learners around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

The objective of this role is to provide support to customers who are using Cengage digital solutions in an educational environment. This is primarily a work from home position.

What you'll do here:

 * Provide live and non-live support for a variety of digital solutions we offer.
 * Use administrative tools to assist in the analysis of technical issues reported by customers.
 * Troubleshoot and resolve customer-reported issues related to the system requirements of Cengage's digital solutions, including but not limited to operating systems, browsers, plug-ins, internet connectivity, etc.
 * Identify issues with digital solutions that require further software development/intervention and forward to the appropriate group.
 * Identify customer feature requests and communicate upwards appropriately.
 * Fully and accurately detail customer interactions using a ticketing system.
 * Provide clear and accurate written and verbal directions to customers and partners.


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