We believe in the power and joy of learning
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
Our culture values inclusion, engagement, and discovery
Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/.
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.
Benefits
Vacation accrual starting on day one, plus company-designated and floating holidays throughout the year.
401K with employer matched contributions.
Healthcare (medical, dental, and vision) coverage starting day one.
A work from home position where the necessary job assets are provided by the company.
Skills you’ll need here:
Required
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.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at [email protected] or at +1 (617) 289-7917.
About Cengage Group
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
Hourly Compensation: $18.00
Compensation
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy.
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
Skills Required
- High school graduate
- Ability to work independently and in a team
- Knowledge of Microsoft operating systems and Office suite
- Understanding of major browsers and mobile devices
- Analytical and critical thinking skills
- Proficiency in keyboarding
- Dedicated workspace with high-speed internet
- Technical degree or certification(s)
- Technical support experience
- Networking knowledge
- Call center experience
Cengage Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cengage Group and has not been reviewed or approved by Cengage Group.
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Leave & Time Off Breadth — Paid parental leave and company-designated wellness time off (including a year-end week off) stand out as notable time-away benefits. Flexible work positioning (virtual-first/remote-first) further increases the practical value of time-off and work-life support.
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Wellbeing & Lifestyle Benefits — Workplace mental-health support appears to be a meaningful part of the rewards package, reinforced by external recognition for mental-health practices. Wellness-oriented programs and designated wellness days contribute additional lifestyle value beyond cash pay.
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Inclusive Benefits Coverage — Benefits and policies signal strong inclusion positioning, supported by external equality recognition. Family-related supports (e.g., fertility resources and parent support) also broaden who can benefit from the package.
Cengage Group Insights
What We Do
With more than 100 years of serving learners, Cengage Group is a global edtech company that enables student choice. No matter how, where, when or why someone wants to learn, our portfolio of education businesses supports all students, from middle school through graduate school and skills education, with quality content and technology. Collectively, our three business units – Cengage Academic, Cengage Work, and Cengage Select – help millions of students each year in more than 125 countries achieve their education and career goals and lead choice-filled lives. Visit us at www.cengagegroup.com
Why Work With Us
Our employee experience centers around a shared purpose: to help millions of learners achieve their dreams and improve their lives through education. Whether you want to make a difference in the world or start a fulfilling career in edtech, we focus on providing our employees with meaningful work while empowering them with resources to succeed.
