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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 .

The main role of the Technical Support Analyst is to take care of the proper functioning of the technical aspects of the platforms, products and digital content, as well as to provide support for NGL's platforms, products and digital content to internal customers (sales teams, Customer Service, Operations and Sales Support) and external customers (institutions, administration of institutions, professors, students).

Responsibilities:

• Act in the prevention, correction, solution, and escalation of technical performance issues of the digital platforms and products.
• Provide first-level contact and solutions to technical customer problems associated with digital platforms, products and content.
• Respond to internal and external user support requests.
• Guide customers through the process of resolving the issue.
• Follow up with customers, provide answers and feedback and take care of issues until the final solution.
• Ensure and monitor the proper functioning of systems, platforms, and digital products.
• Provide guidance to the sales teams and end users, on platform and digital product performance and processes.
• Create manuals, documents and redesign processes and procedures, categorize cases. (Tech Support Specialist).
• Track, route, and redirect issues to the right areas or people.
• Prepare activity reports.
• Use excellent customer service capabilities and exceed the expectations of internal and external customers.
• Ensure proper registration, documentation, and closure of cases in the service console.
• Recommend process modifications and improvements.
• Preserve and develop knowledge about support procedures, products, and services.

The skills that you need:

Communicate effectively in writing and orally

Intermediate IT principles

Basic knowledge of Customer Service principles

Basic CRM principles

Basic knowledge of platforms for education

Basic database principles

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.