Customer Support Representative (EdTech)

TL;DR

Customer Support Representative (EdTech): Assisting students and instructors with technical troubleshooting, account management, and feature requests for zyBooks with an accent on resolving complex LMS-related issues. Focus on improving internal support workflows and maintaining high service standards through detailed documentation and proactive communication.

Location: Must be based in the USA

Salary: $46,400–$66,400

Company

A global leader in research and education, transforming knowledge into discoveries that shape the world for over 200 years.

What you will do

• Manage a high-volume support queue by prioritizing and resolving student and instructor inquiries.
• Investigate account, billing, and technical issues by reviewing enrollment and payment history.
• Troubleshoot product, grading, and LMS-related configurations.
• Communicate clear resolutions to users and summarize complex cases for internal teams.
• Escalate unresolved technical issues with detailed reproduction steps and business impact analysis.
• Monitor ticket metrics to identify recurring issues and suggest process improvements.

Requirements

• Bachelor’s Degree in Computer Science, Computer Engineering, Math, IT, or a similar field.
• Proficiency in C, C++, Python, or Java.
• Foundational troubleshooting and problem-solving skills.
• Strong written communication skills with a professional customer-service tone.
• Attention to detail and ability to manage multiple time-sensitive inquiries.
• Ability to identify patterns and collaborate on process improvements.

Nice to have

• Experience with product troubleshooting.
• Experience with Learning Management Systems such as Canvas, Blackboard, Moodle, or Brightspace.
• Experience with ticketing systems like Zendesk.

Culture & Benefits

• Commitment to fair, transparent pay and comprehensive benefits.
• Meeting-free Friday afternoons for professional development and focused work.
• Culture that promotes continual learning and internal mobility.
• Inclusive environment with a focus on employee health and well-being.