Job Overview
Location
Remote, VA, USA
Job Type
Full-time
Category
Customer Support
Date Posted
May 2, 2026
Full Job Description
đź“‹ Description
- • The Customer Technical Support Representative - Part Time role at John Wiley & Sons, Inc. supports zyBooks’ student and instructor users by troubleshooting technical issues and answering questions about the zyBooks application and content via email using Zendesk, playing a key role in ensuring a smooth user experience for educational technology.
- • Day-to-day responsibilities include reviewing user feedback for validity, assisting with account management tasks such as merging accounts, transferring subscriptions, and resetting passwords, escalating issues to internal teams while tracking progress and communicating updates, supporting the zyBooks Bookstore and Creation team during peak periods by generating access keys and zyBooks, providing process improvement suggestions, and monitoring and sharing trends in user inquiries.
- • The role is part of Wiley’s zyBooks team, a division focused on innovative STEM education tools, within a company that has over 200 years of impact in science, education, and publishing, committed to innovation, diversity, and employee growth through initiatives like meeting-free Fridays and internal mobility.
- • In this role, the individual will develop technical troubleshooting skills, gain experience in educational technology support, strengthen written communication and attention to detail, learn internal escalation processes, and build foundational experience in a mission-driven organization that values learning, innovation, and impact.
🎯 Requirements
- • Sophomore or Junior pursuing a degree in CS/CE/IT/Engr/Math at a 4-year or 2-year college/university
- • Proficiency in fundamentals of an intro-level course in their degree (e.g., loops/branches/functions in C, C++, Python, or Java for CS)
- • Strong attention to detail
- • Strong written communication skills
- • Availability to work off hours such as evenings and weekends
- • Access to a laptop or computer
🏖️ Benefits
- • Competitive hourly pay range of $16 to $23 USD
- • Meeting-free Friday afternoons for heads-down work and professional development
- • Commitment to fair, transparent pay and a comprehensive benefits package
- • Opportunities for internal mobility and continual learning within Wiley
- • Support for health and well-being through employee programming that fosters community and growth
- • Equal opportunity employer with reasonable accommodations for applicants and employees with disabilities
Skills & Technologies
Python
JavaScript
Java
MySQL
Remote
About John Wiley & Sons, Inc.
Global research and education company founded in 1807, providing academic, professional and educational content, services and platforms. Publishes peer-reviewed journals, books and digital resources across science, technology, medicine, business and the humanities. Delivers learning solutions, corporate training and assessment tools to universities, libraries, corporations and students worldwide.
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