Tier 2 Support Representaive

A Book Company Lexington, KY

ier 2 Support Representative



Searching for a workplace that values hard work while maintaining a fun and engaging environment? Love building relationships with clients, problem-solving, and not having to do the exact same things every day? If so, it sounds like you would be a great fit to join our team!


We are currently seeking a detail-oriented and qualified Tier 2 Support Representative to join our dynamic team in a remote workplace environment. This is a temp-to-hire position and will last through March 1, 2023.


In this role, you will be responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of Tier 1 customer service representatives. This position will be responsible for troubleshooting and resolving issues associated with Digital Products including access codes, courseware, and eBooks. Other responsibilities include working with team members and other departments to ensure the accurate and timely delivery of digital content to customers. This position will report directly to the Tier 2 Tech Support Lead at eCampus.com.



     Troubleshoot and resolve issues associated with Digital Products including access codes, courseware, and eBooks

     Support Tier 1 Customer Service with Digital Troubleshooting

     Coordinate with the Tier 2 Tech Support Lead and other team members on daily tasks and goals

     Maintain communication with teams and publishers to resolve digital issues

     Ensure the accuracy of the information in Digital Products



     Proficiency in Microsoft Office Suite (including Excel and Word)

     Proficiency in Mac, Windows, iOS, and Android Operating systems

     Ability to handle multiple projects simultaneously in a deadline-driven environment

     Ability to quickly learn new skills and technologies

     Excellent communication, interpersonal, and organizational skills

     Keen attention to detail

     Strong analytical and problem-solving skills

     Strong work ethic and positive attitude



     High School Diploma or equivalent

     2 years of experience in Customer Service

     Ability to work from home; must have designated workspace, childcare, etc.

     Reliable internet connection

     Extended viewing of computer screens

     Ability to attend occasional in-person meetings in Lexington, KY (preferred)

     40 hours per week, shifts are M-F 8:30 am-5 pm or 9:30 am-6 pm

     Overtime (including on weekends) may be required during peak seasons (end of July through September and December through February)


Temporary positions may transfer to full-time for candidates who excel in this role.


About eCampus.com

eCampus.com today is a premier online retailer of new, used, and electronic textbooks for sale or rent, study materials, and book buyback services headquartered in Lexington, Kentucky. In addition to direct retail sales via the online eCampus.com storefront, the company partners with colleges, universities, and K-12 schools to serve as their official bookstore. Currently, the eCampus.com Virtual Bookstore Program serves as the official bookstore for over 150 schools nationwide and that number continues to grow each year.


eCampus.com's mission is to set online bookstore industry standards for savings, selection, convenience, and customer service as expressed in the company's slogan "Textbooks Easy. Fast. Cheap!" The company celebrated 20 years in business in 2020 and will continue to provide students with an easy, fast and cheap way to order their textbooks and materials for years to come.


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