Business Technology Support Associate

Business Technology Support Associate

Overview

Make an Impact! At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.

What is the role about? McGraw-Hill Education, the leading provider of digital and print educational materials is looking for a Business Technology Support Associate.

What you will be doing: The Business Technology Support Associate ensures technical issues impacting the Customer Experience

• Team (CXT) are resolved quickly to maintain efficient customer interactions across onshore, remote, and offshore teams. Delivers real-time troubleshooting for technical issues that agents encounter while assisting customers, ensuring prompt resolution to keep contacts on track and efficient. Escalates system-related problems that hinder service, and supports the onboarding and offboarding of agents by ensuring they have the proper tools and access. Additionally, communicate system outages promptly and escalate complex issues to senior teams to ensure minimal disruption and smooth operations.

What you need to be considered:

• Monitor the health and performance of systems supporting CXT agents and proactively identify potential issues impacting operations.
• Troubleshoot hardware, software, and system issues while ensuring minimal disruption to agent productivity.
• Manage system support requests through ticketing, chat, and phone channels while guiding team members on effective troubleshooting practices.
• Provide clear communication to leadership regarding incident status, impact, and resolution timelines.

Here’s what we offer:

• At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts can contribute to the lives of millions.

• Equal Opportunity

• McGraw Hill is committed to celebrating and supporting the differences that make us each unique and will not discriminate based on a person's gender, gender identity or expression, nationality, color, race, ethnicity, religion, sexual orientation, disability, appearance or veteran status. We are proud to be an equal opportunity employer, and we will also provide reasonable accommodation to qualified individuals with disabilities. We also support our employees' and job applicants' rights to discuss compensation. Click here to learn more.