Business Technology Support Associate

Make an Impact!

At McGraw Hill, our Business Technology Support Associate ensures technical issues affecting the Customer Experience Team (CXT) are resolved quickly to maintain efficient customer interactions across onshore, remote, and offshore teams.

How can you make an Impact?

You will deliver real-time troubleshooting for technical issues that agents encounter while assisting customers, ensuring prompt resolutions to keep contacts on track and efficient. You will escalate system-related problems that hinder service and supports the onboarding and offboarding of agents by ensuring they have the proper tools and access.

You will be responsible to communicate system outages promptly and escalate complex issues to senior teams to ensure minimal disruption and smooth operations.

What can you expect from the position?

• 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.
• Partner with Business Technology Support Specialists and other technology stakeholders to support system enhancements, testing activities, and technology initiatives impacting CXT operations.
• Provide demonstrations and operational guidance to leadership and stakeholders regarding system changes or new capabilities.
• Develop and maintain documentation, troubleshooting guides, and workflows to ensure consistent system support and operational compliance.
• Share best practices, troubleshooting techniques, and operational insights to strengthen team capability and consistency.

 Experience & Education skills 

• Minimum 1 year of experience in business technology support
• Strong attention to detail and structured thinking
• Strong written and verbal communication skills
• Excellent communication and stakeholder‑management abilities 

Why work with us?

There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do.

As an education innovation company, we’re proud to play our part by inspiring learners around the world. If you bring your curiosity, we’ll help you grow in a collaborative environment where everyone shares a passion for success.  

Are you ready for a new challenge? Apply for a career at McGraw Hill and together, we’ll impact the world.