Supervisor, Customer Technical Support

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 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/

We set the bar higher by bringing our unique talents and point of view to the table every day. We are curious and comfortable with change and are willing to take risks to transform education. Most importantly, with everything we do, we put learning first.

The Supervisory position will be responsible for the successful day-to-day operations of the Customer Technical Support team located in Independence, KY.

This individual will be responsible for the planning, scheduling, and administration of resources required to meet the service level agreements outlined for external and internal customers. The ability to communicate effectively with all levels of the organization and with external customers, both students and professors, is critical. This individual is also expected to acquire and maintain a detailed level of product knowledge in order to assist and delight our customers.

Work with the Director and other leadership staff to develop strategies to give the best service to our external and internal customers.

• Provide coaching sessions with employees regarding adherence to policies, procedures, and job knowledge to share and reinforce positive feedback and discuss opportunities for improvement.
• Complete monthly QA evaluations and calibration meetings with employees regarding call monitoring and accurate reporting.
• Participate in the interview and selection process of new hires.
• Conduct feedback for improvement sessions with employees as needed.
• Represent CTS as a leader on critical product development and issue resolution calls and support sessions.
• Communicate/assist management team with information that is critical to pre/post rush meetings, triage meetings, weekly hot topics, and product development improvements.
• Ability to assist and mentor as appropriate with agents.
• Maintain confidentiality as it relates to conversations with the leadership team.
• Handle escalated customer issues (first point of contact in the “manager request” escalation path).
• Assist the documentation team to audit customer public-facing information to ensure accuracy.
• Coordinate with the Documentation & Training Team to provide training to new hires as needed.
• Maintain positive working relationships with outside departments.
• Perform the duties of a CTS agent when needed by responding to customer inquiries in a prompt and professional manner.
• Have knowledge and ability to use computers, business application software and ACD Technology.
• Be a role model/team player for the group and display a positive and professional image.
• Ensure consistency and fairness in all interactions with staff.

Minimum Requirements:

• High school diploma or GED equivalent.
• Minimum of 2 years of service in CTS Department or equivalent IT role.
• Demonstrated leadership skills.
• Demonstrated success in a Customer Call Center environment.
• Demonstrate strong written and oral communication.
• Extensive PC knowledge and/or prior IT experience necessary.
• Demonstrate self-motivation, organizational skills and ability to successfully prioritize.
• Demonstrate ability to accept and promote changes and exercise good judgement.
• Excellent phone support and teaching skills including a demonstrated aptitude toward planning, mastering Customer tracking systems and products.

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.

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.

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.