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# Customer Technical Support Representative

- **Company:** Cengage Group
- **Location:** Honolulu, HI, 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 10, 2026
- **Apply:** https://dejobs.org/x/x/F571A2DAF2C94A12BD78BA3E263AD8F7/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

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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