[Hiring] Customer Technical Support Representative REMOTE USA
Position: Customer Technical Support Representative
Date Posted: September 28, 2025
Industry: Education / EdTech / Customer Support
Employment Type: Part Time
Experience: Not Specified
Qualification: Pursuing a degree in Computer Science, Engineering, Math, or a related field (preferred)
Salary: $17 – $23 per hour
Location: Remote, CA, United States
Company: Wiley (zyBooks)
Description:
About the Role:
zyBooks (a unit of Wiley) is hiring a part-time Customer Technical Support Representative to join a small, highly engaged support team that helps hundreds of thousands of students and thousands of instructors across universities. You will work through a ticketing system to answer platform questions, troubleshoot technical issues, process content feedback, and occasionally triage or replicate bug reports. This position suits someone with technical curiosity, clear written communication, and a strong desire to help learners succeed.
Key Responsibilities:
• Review student and instructor feedback submitted through the platform and respond or escalate as appropriate.
• Use a ticketing system to communicate promptly and professionally with users.
• Assist students with account, access, and subscription issues.
• Support instructors with course setup and configuration.
• Investigate and, when possible, reproduce content/platform issues and submit useful bug reports.
• Make small content corrections or improvements based on integrated feedback tools.
• Keep accurate records of interactions, outcomes, and follow-ups.
• Provide feedback to improve support workflows and product documentation.
• Coordinate with colleagues to resolve complex or escalated requests.
Desired Skills & Qualifications:
• Currently pursuing or holding a degree in Computer Science, Engineering, Math, or a related discipline is preferred.
• Basic familiarity with programming concepts and languages such as C, C++, Python, Java, MATLAB, or Assembly is a plus.
• Strong written communication and attention to detail.
• Ability to work flexible hours including early mornings, evenings, and weekends (to fit around school schedules).
• Reliable, professional, and customer-focused with good troubleshooting instincts.
Why zyBooks / Wiley:
• Join an innovative, digital-first publisher focused on STEM education with a large and growing user base.
• Be part of a team that values learning, internal mobility, and a supportive work culture (e.g., meeting-free Friday afternoons).
• Wiley offers competitive, transparent pay and a benefits package where applicable. zyBooks operates as a unit of Wiley and benefits from its global reach and resources.
Compensation Range & Notes:
• Estimated base pay: $17 – $23 per hour (final offer may vary based on location, skills and experience).
• When applying, please attach your resume/CV to be considered.
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