Technical Support Liaison

John Wiley & Sons, Inc., one of Forbes Magazine's "400 Best Big Companies in America is a global enterprise providing must-have content and services for the academic, professional, scientific, technical, medical, and consumer markets. 

 

We are seeking a candidate to join our Higher Education Customer Development Team.  In this role, you will manage all Tier III support issues for Wiley’s Higher Ed digital products, with an emphasis on supporting WileyPLUS (www.wileyplus.com), our web-based course management system.  You will work closely with our Tier I & II Tech Support staff to respond to customer’s technical issues and concerns.  You will also work closely with our Account Management team, as well as our product and media development groups to synthesize issues and information you are hearing from our customers.  As we develop new products and enhancements to our existing ones, you will be responsible for developing the plan for supporting these customers through such activities as training Tier I and II staff, developing user documentation (FAQ’s, user manual, tutorials, etc) and tracking key metrics to ensure that customers are receiving timely support

 

The successful candidate will have solid technical skills, including a proficiency with common computer and software applications, as well as superior communication, organization and time management skills necessary to handle a heavy work volume.  You should have experience supporting a complex process from planning through development, roll-out and fulfillment.  1-3 years experience in a customer interfacing role highly desirable. 

 To view more information on and apply for this opportunity, please click here: Wiley’s U.S. Career Site or copy and paste this url into your browser: 

http://tbe.taleo.net/NA4/ats/careers/jobSearch.jsp?org=WILEY&cws=1