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 diversity, engagement, and discovery Our business is driven by our strong culture, and we know that creating an inclusive and diverse 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 inclusive 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-diversity/ . Job Summary Digital Support Analyst is responsible for monitoring and ensuring the correct functioning of the technical aspects of NGL's digital platforms, products and content, as well as providing technical support to internal customers (sales teams, Customer Service, Operations) and external customers (institutions, teachers, students, parents). What You'll Do Here: Act in the prevention, correction, solution and escalation of technical performance problems of digital platforms and products. Providing first-level contact and solutions to customers' technical problems associated with digital platforms, products and content. Respond to support requests from internal and external users. Guide customers through the problem resolution process. Follow up with clients, provide answers and feedback, and take care of technical problems until the final solution is reached. Ensuring and monitoring the correct functioning of systems, platforms and digital products. Provide training and guidance to sales teams and end users on the performance and processes of NGL's digital platforms, tools and products. Refer unresolved queries to the next level of support or to the appropriate area or business unit. Track, route and redirect cases to the appropriate areas or people. Prepare activity reports. Utilize excellent customer service skills and exceed the expectations of internal and external customers. Ensure proper recording, documentation and closure of cases in the service console. Recommend modifications and improvements to technical resolution processes. Maintain and develop knowledge of technical support procedures, products and services. Skills You Will Need: Bachelor's Degree (computer science, systems, technology) English level: B1 / B2 Excellent communication skills: written and oral. Intermediate knowledge of IT. Commitment to customer service. Knowledge of basic CRM principles. Basic knowledge of educational platforms. Knowledge of basic database principles. Adapting existing skills to new situations Critical thinking skills Problem-solving skills Ability to analyze problems and evaluate options Strong empathy skills Ability to work under pressure Team work Proactivity Cengage Group Latin America is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects our country and our customers. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, parental status, cultural background, organizational level, work styles, tenure, and life experiences. Or for any other reason. 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.
