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Customer Service Technical Support

Date: Aug 8, 2019

Location: Portsmouth, NH, US, 03801

Company: Houghton Mifflin Harcourt

Job Requisition ID: 15801

Additional Locations: 

Purpose of the Role:

  • Provide customers and colleagues with technical support and information regarding technical products and resources.
  • Provide a positive customer experience that will promote future business through courteous, accurate, and prompt responses to inquiries.

 

Responsibilities and Duties:

  • Answering online chat, email, and phone inquiries
  • Conducting web searches
  • Trouble shooting software and customer issues as they arise
  • Answering customer questions regarding access to and use of various online resources
  • Solving user account issues for all online products as well as the Heinemann website.
  • Validating user problems on various operating systems through testing
  • When possible develop solutions/workarounds for customer's problems
  • Identify potential problems with products and recommend fixes/revisions that should be undertaken

 

Knowledge and Experience Requirements:

  • Strong Customer Service skills
  • Minimum of 1 year in a support desk position
  • Strong Written and Verbal Communication skills
  • Ability to communicate effectively about technical issues with non-technical customers and colleagues
  • Ability to communicate effectively about technical issues with very-technical customers such as IT staff and data analysts
  • Patience with technically challenged individuals
  • Knowledgeable about computers, networking, program logic, and databases
  • Knowledgeable about a range of operating systems including: Windows, Mac OS X, and iOS
  • Proficient with MS Outlook, Word, and Excel
  • Adept at navigating the internet and conducting web searches
  • Ability to quickly learn internet based applications
  • Strong analytical and problem solving skills
  • Ability to multi-task
  • Attention to detail

 

Physical Requirements:

  • Might be in a stationary position for a considerable time (sitting and/or standing).
  • Must be able to move about inside the office to access file cabinets, office machinery, etc.
  • Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
  • Must be able to collaborate with colleagues via face to face, conference calls, and online meetings.

ABOUT US:
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visit http://careers.hmhco.com  

PLEASE NOTE:  
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.


Nearest Major Market: Portsmouth
Nearest Secondary Market: Boston

Job Segment: Customer Service, Publishing, Education