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Business Technology Support Associate
McGraw Hill
Junior
Full-time
Noida, Uttar Pradesh, India
Job description
Customer Support
Operations
Junior
## data.description 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…
Skills
Primary
Responsibilities
Troubleshoot hardware, software, and system issues for CXT agents in real time
Monitor health and performance of systems supporting customer experience teams
Escalate system-related problems and complex technical issues to senior teams
Support onboarding and offboarding of agents with proper tools and access
Communicate system outages promptly to relevant stakeholders
Manage support requests via ticketing, chat, and phone channels
Provide incident updates to leadership on status, impact, and resolution timelines
Guide team members on effective troubleshooting practices