Customer Technical Support Representative - Part Time

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Indeed's salary guide
  • Not provided by employer
  • $40.1K - $50.7K a year is Indeed's estimated salary for this role in California.
Full Job Description

Location: Remote, USA

**** Current college/university students are encouraged to apply

Wiley's Mission:

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.


zyBooks seeks a part-time Customer Service Representative to join its highly-motivated 8-person support team that assists 300,000 students and 2,000 instructors at 1,000 universities each year. zyBooks continues to grow rapidly, having started in 2012 to revolutionize college computer science, engineering, math, and statistics courses via web-native interactive learning that replaces traditional textbooks and homeworks. The position involves utilizing an electronic ticketing system with students and instructors, to answer platform questions, examine and sometimes directly address content/platform bug reports, handle escalated tickets, and more. People with strong technical aptitude, good troubleshooting, great communication, and a passion to help people, can thrive in this position.

Desired features in a candidate include:

  • Pursuing a degree in Computer Science, Engineering, Math, or a related field.

  • Knowledge of basics of C, C , Python, Java, MATLAB, Assembly.

  • Availability weekends and early mornings or afternoons and evennings

  • Strong written communication skills.

  • Accuracy, attention to detail, professionalism, reliability.

Job Responsibilities:

  • Helping students with accounts and subscriptions.

  • Helping instructors with course setup.

  • Responding promptly and professionally to customer inquiries to ensure customer satisfaction.

  • Acknowledging and resolving customer complaints.

  • Communicating with customers through a ticketing system.

  • Deep product knowledge, enough to be able to answer questions.

  • Keeping records of customer interactions, transactions, comments and complaints.

  • Communicating and coordinating with colleagues as necessary.

  • Providing feedback on the efficiency of the customer service process.

  • Processing feedback coming from our unique integrated feedback system and making small content corrections/improvements.

zyBooks is an innovative digital-only college publisher, focused on CS, engineering, math, and statistics, with over 150 employees and growing rapidly. Wiley acquired zyBooks in 2019, with zyBooks continuing to operate as a unit.

About Wiley: We are in one of the most dynamic periods in our history as technology, globalism and economic diversity create far-reaching changes in the world. As a learning business, Wiley makes meaningful contributions to research discovery and lifelong learning by helping organizations achieve their goals and people achieve success from education through their career. We may have been founded over two centuries ago, but our secret to success remains the same: change with the times and adapt to meet the ever-evolving needs of our customers. The company’s headquarters are located in Hoboken, New Jersey, with operations in the U.S., Europe, Asia, Australia, and Canada.

Wiley is an equal opportunity/affirmative action employer. We evaluate qualified applicants and treat all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, or based on any individual’s status in any group or class protected by applicable federal, state or local laws.

When applying, please include your resume/CV.




California, USA

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Posted 30 days ago