Customer Technical Support Representative (EdTech)

TL;DR

Customer Technical Support Representative (EdTech): Assisting student and instructor users with technical troubleshooting and account management for the zyBooks platform with an accent on email-based support via Zendesk. Focus on resolving user issues, managing escalations, and providing feedback on content and internal processes.

Location: Must be based in the USA

Salary: $16–$23 per hour

Company

A global leader in research and education, transforming knowledge into discoveries that shape the world.

What you will do

• Provide technical support to students and instructors via Zendesk email.
• Troubleshoot application issues and assist with account management tasks like password resets and subscription transfers.
• Escalate complex issues to internal teams and track progress.
• Review user feedback on content to determine validity.
• Assist the Bookstore and Creation team with generating access keys and zyBooks content.
• Identify and report common user trends to improve internal processes.

Requirements

• Must be a Sophomore or Junior pursuing a degree in CS, CE, IT, Engineering, or Math at a 2 or 4-year institution.
• Proficiency in fundamental programming concepts (loops, branches, functions) in C, C++, Python, or Java.
• Strong attention to detail and written communication skills.
• Must be available to work off-hours, including evenings and weekends.
• Access to a personal laptop or computer.

Nice to have

• Prior experience using zyBooks as a student.
• Beginner skills in Matlab, mySQL, or Web Programming (HTML/CSS/Javascript).
• Desire to remain in the role for longer than one year.

Culture & Benefits

• Part-time position (19 hours per week).
• Commitment to continual learning and internal mobility.
• Meeting-free Friday afternoons for professional development.
• Inclusive culture that values diverse perspectives and impact.