[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. McGraw Hill is an education company focused on advancing learning through innovative digital products and services. The Customer Support Representative provides direct customer service and technical support to instructors, students, and employees through phone, email, and chat. The role manages customer cases through resolution, troubleshoots escalated issues, guides users through digital products, and documents interactions in CRM and ticketing systems.

Responsibilities

• Field customer inquiries via phone, email, and chat while delivering an exceptional customer experience and adapting communication to the customer’s technical knowledge level
• Own and manage customer cases from initial inquiry through resolution, maintaining timely communication, demonstrating urgency, and advocating for the customer throughout the process
• Handle advanced and escalated technical support issues by analyzing problems, applying advanced troubleshooting techniques, and efficiently identifying appropriate resolutions
• Guide customers through digital product features, applications, installations, and other product/service functionality to help resolve inquiries and improve their overall experience
• Navigate multiple systems, tools, and resources to research customer issues, identify solutions, and resolve technical problems efficiently
• Accurately document customer interactions, relevant data, troubleshooting steps, actions taken, and resolutions within the CRM/ticketing system while handling confidential customer information
• Represent the company brand by supporting customer retention efforts, exploring all available resolution options, and escalating or collaborating with other teams when necessary
• Support broader business needs, including assisting other departments, participating in on-call rotations, and working flexible schedules—including evenings and weekends—as required

Skills

• Providing direct customer service and technical support via phone, email, and chatting
• Taking ownership of a customer's issue and being responsible for all communication and escalation
• Fielding customer inquiries while delivering an exceptional customer experience
• Owning and managing customer cases from initial inquiry through resolution
• Handling advanced and escalated technical support issues
• Guiding customers through digital product features, applications, installations, and other product/service functionality
• Navigating multiple systems, tools, and resources to research customer issues
• Accurately documenting customer interactions, relevant data, troubleshooting steps, actions taken, and resolutions
• Representing the company brand by supporting customer retention efforts
• Supporting broader business needs, including assisting other departments and participating in on-call rotations
• Bachelor's degree preferred
• 2 years of job-related experience in a call center environment
• 2 years of customer service experience
• Experience with learning management systems (LMS), educational technology, and bug/issue tracking tools such as JIRA
• 2–3 years of computer usage experience with proficiency in MS Office applications, internet, web-conferencing tools, and common software downloads
• Proficient with call center technology, including phone, chat, and CRM ticketing systems
• Working knowledge of multiple operating systems, plug-ins, and web browsers
• Strong problem-solving, communication, interpersonal, and customer service skills
• Strong documentation and business writing skills
• Curious and committed to continuous learning
• Willingness to participate in additional training and adapt to new technologies, processes, and responsibilities
• Able to thrive in a fast-paced, high-energy, change-oriented team environment
• Flexible and available for a 40-hour workweek, additional hours during high-volume periods, and flexible schedules as needed

Benefits

• Remote position open to applicants authorized to work for any employer within the United States.
• A full range of medical and/or other benefits may be provided, depending on the position offered.
• You will be able to own your growth and develop as we do.

Company Overview