Customer Support Representative

Job Description:

We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large.

About the Role:

A zyBooks Customer Support Representative assists students and instructors with items such as troubleshooting, administrative items, and addressing general questions or feature requests. Most support is completed via email, but Support Reps might be expected to hop on Zoom calls for VIP customers or customers that need an extra hand. While addressing tickets, a Customer Support Representative should also review all internal and external processes and make suggestions on how to improve workflows for our customers as well as workflows for helping the team to better and more efficiently help our customers.

Job Responsibilities:

·       Manage a high-volume customer support queue by prioritizing, documenting, and resolving student, instructor, billing, account, and technical inquiries.

·       Investigate customer issues by reviewing account records, course enrollment, subscription details, payment history, activity data, and prior ticket interactions.

·       Troubleshoot product, grading, access, and LMS-related issues and determine whether the cause is user configuration, course setup, an institutional system, or zyBooks functionality.

·       Communicate clear and accurate resolutions to students, instructors, and administrators, and summarize complex cases for internal teams.

·       Escalate unresolved or technical issues with complete documentation, including reproduction steps, expected and actual behavior, affected users, and business impact.

·       Monitor ticket volume, aging cases, response times, and recurring customer issues to maintain service levels and identify opportunities for process or product improvements.

Required Qualifications:

·       Bachelor’s Degree in Computer Science, Computer Engineering, Math, IT, or a similar field.

·       Proficiency in either C, C++, Python, or Java.

·       Foundational troubleshooting and problem-solving skills, including the ability to gather relevant information, review account records, identify inconsistencies, and follow established procedures to resolve or escalate an issue.

·       Strong written communication skills, with the ability to explain information clearly, use an appropriate customer-service tone, and summarize customer issues accurately for internal teams.

·       Strong attention to detail and sound judgment, including the ability to review account, payment, enrollment, activity, and ticket-history information before determining the appropriate next step.

·       Strong organizational and time-management skills, with the ability to manage multiple customer inquiries, prioritize time-sensitive issues, and follow assigned cases through completion.

·       Ability to identify recurring issues and collaborate with others, including recognizing patterns across customer inquiries, documenting relevant details, and escalating potential technical or process issues to the appropriate team.

Preferred Qualifications:

·       Experience with product troubleshooting.

·       Experience with Learning Management Systems such as Canvas, Blackboard, Moodle, Brightspace.

·       Experience with ticketing systems such as Zendesk.

We power infinite possibilities.

For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere. 

We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives. 

Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything. 
Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact [email protected] for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow.
We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies.
When applying, please attach your resume/CV to be considered.

Salary Range: