Overview
Impact the Moment
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. The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfilment that will inspire you to even greater heights.
How can you make an impact?
The Digital Product Support Advocate role at McGraw Hill makes a difference for learners and educators across the world. Our team needs individuals with new ideas who connect with people in innovative ways. How can you make an impact? The next generations of our products are delivering engaging, adaptive, and personalized learning experiences to optimally support every learner. We have an opening for a Digital Product Support Advocate working remotely. This is all in support of our mission to re-imagine learning for millions of students and learners worldwide.
Working hours for this team are 8:00am – 8:00pm ET Monday – Friday. Eight hours shifts are available from 8am-4:30pm, 8:30am-5:00pm all the way up to 11:30am-8pm.
This position is remote and within the United States.
We’re looking for someone with:
- Advanced problem-solving skills and ability to support all levels of customer technical aptitudes. For example: You may interact with a very technically savvy customer or a customer that is not as tech savvy that may require more patience and direction.
- Have a pleasant phone voice, exhibit excellent customer service skills, empathy, and patience.
- Respond to customer inquiries via phone, email, and chat. This requires internal interactions with Sales Reps and external interactions with teachers, district/school administrators, students, and parents.
- Resolve inquiries by answering questions on software or online products utilizing skills such as guiding customers through online applications.
- Document customer contacts and details completely and accurately using Salesforce; following established processes and procedures.
- Actively manage open cases/tickets and ensure that all necessary follow-ups are completed to provide resolution to meet department SLA’s.
- Perform basic investigative, troubleshooting, and triage procedures as part of P1 escalation issues.
What you’ll need to be successful:
- High school diploma
- Internet service with a minimum download speed of 10 MBPS; not satellite and not cell service
- Ethernet cord plugged into your PC and into your modem, no Wi-Fi or hotspots.
- Previous experience working remote is preferred but not required.
- Excellent communication skills – verbal and written.
- Understanding of various operating system including Chrome OS, Mac OS, iOS and Windows 10/11, able to navigate common browsers Chrome, Safari, Firefox and Edge, and have a general understanding of basic browser troubleshooting (such as clearing cookies and cache).
The pay range for this position is between $35,000-$38,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. Additionally, a full range of medical and/or other benefits may be provided, depending on the position offered. Click here to learn more about our benefit offerings.
McGraw Hill recruiters always use a “@mheducation.com” email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.
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