Customer Technical Support Representative (EdTech)

TL;DR

Customer Technical Support Representative (EdTech): Assisting students and instructors with zyBooks via Zendesk with an accent on troubleshooting application issues and account management. Focus on resolving technical user queries and collaborating with internal teams to improve product functionality.

Location: Remote, must be based in VA, USA

Salary: $16–$23 per hour

Company

Global innovator in science, education, and publishing for over 200 years.

What you will do

• Troubleshoot and resolve user issues via Zendesk.
• Manage user accounts, including subscriptions and password resets.
• Validate and review student/instructor feedback on content.
• Escalate technical issues to internal teams and track progress.
• Assist the Bookstore and Creation teams with access key generation.
• Identify and report common trends to improve internal processes.

Requirements

• Currently pursuing a degree in CS, CE, IT, Engineering, or Math (Sophomore or Junior level).
• Fundamental knowledge of loops, branches, and functions in C, C++, Python, or Java.
• Strong written communication and attention to detail.
• Availability to work off-hours, including evenings and weekends.
• Access to a personal computer/laptop.

Nice to have

• Prior experience using zyBooks.
• Beginner skills in Matlab, MySQL, HTML, CSS, or JavaScript.
• Desire to commit to the role for more than one year.

Culture & Benefits

• Meeting-free Friday afternoons for focused work and professional development.
• Commitment to continual learning and internal mobility.
• Inclusive workplace supporting health and well-being.
• Equal opportunity employer providing reasonable accommodations.