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CE Tech Support Spec
Houghton Mifflin Harcourt | Saint Charles, Illinois
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Job Description

Technical Support Specialist is the entry-level technical position in the HMH Technical Support Organization. This individual has some industry experience, independently resolves technical problems but may require guidance and direction from other experienced support personnel and/or Managers.  The Technical Support Specialist has two primary responsibilities; First and foremost is to ensure that customers receive professional and helpful responses to their support requests. Second, is to continually participate in building the capability and capacity of HMH Technical Support.  

Acquires and maintains knowledge of relevant product offerings, current support policies and procedures, and methods of support delivery, in order to provide technically accurate solutions. Responds to inquiries from corporate customers, resellers, partners, consultants, development and/or maintenance teams via telephone and electronic services. Ensure that all communications will be handled promptly, professionally and courteously. Gathers and records detailed information from customers to assist in problem identification and resolution. Escalates complex customer issues to Tier 3 for timely resolution.


Example of Duties:

  • Develops technical knowledge of HMH products and their uses
  • Primary task is to provide T2 support to customers who contact HMH Technical Support and maintain high level of customer satisfaction while meeting guidelines
  • Resolves service requests by effectively communicating status, solutions, and/or workarounds to customers
  • Recognizes and escalates product related issues (informs Technical Services leadership as appropriate)
  • Assists the customer in installation and use of HMH products
  • Research issues and identify solutions and known product defects using existing tools and knowledgebase
  • Documents all actions taken on issue for future reference per established guidelines
  • Participates in the problem management and escalation processes
  • Leads customers to available electronic resources and instructs in how to use them.
  • Works towards enhancement of product, technical & process knowledge through formal training as a means of job enrichment
  • Create Knowledge articles and Notes that are well structured and easy for a technical reader or customer to understand.
  • Achieves knowledge transfer with team-mates through: Attending formal Transfer of Information sessions/Brown Bags, Review of Knowledge Articles and Notes.
  • Isolates probable causes, documents and monitors product bugs

Uses basic remote support techniques and tools to provide product support

  • Works under close supervision and normally receives detailed instructions on all work. Assignments are task oriented with detailed instruction given.


Requirements Search

Required Skills: 
- Ability to work varying work scheduled
- Strong, demonstrated customer service/support skills 
- Demonstrated skills at working within a team environment 
- Superior phone skills and ability to connect with the customer 
- Ability to multi-task across several open cases and manage time well 
- Good written skills 
- Superior verbal communication skills 
- Can direct own learning activities and professional development strategy 
- Possesses strong problem solving and troubleshooting skills, including large/complex systems or configurations. 
- Able to conduct research to find answers to questions and solutions to problems 
- Ability to establish technical credibility with a wide range of customer contacts
- Ability to "read" the customer and adapt behavior / approach 
- Possesses practical hands-on technical skills 
- Possesses superior listening skills

Required Attributes: 
- Responsive to customer requests and needs 
- Follows-through on commitments made to customers and HMH employees 
- Able to take complex problems to simple solutions 
- Able to maintain a positive attitude throughout the support process 
- Takes a calm and mature approach to dealing with difficult problems and people 
- Has ongoing enthusiasm for technology. Enjoys learning and using new technologies. 
- Willing and able to learn new products 
- Perseveres through difficult problem resolution 
- Takes a teamwork oriented approach in achieving objectives and solving problems 
- Is typically more proactive vs. reactive in addressing issues and solving problems 
- Adapts quickly to change

Required Knowledge: 
- AS or BS degree in the technical field or a related area
- Minimum 3 years experience in the technical support field
- Minimum 2 years previous customer service or phone support experience
- Support of various web browsers including IE, Chrome, Firefox, Safari 
- Support of various hardware platforms including MS Windows 7/8, Macintosh, Tablets, and various mobile devices
- Preferred experience working with customers in the educational field 

Physical Requirements:
- Might be in a stationary position for a considerable time (sitting and/or standing).
- The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Must be able to collaborate with colleagues via face to face, conference calls, and online meetings

For nearly two centuries, Houghton Mifflin Harcourt Trade Publishing has published some of the world's most renowned novels, nonfiction, children's books, and reference works. As part of a leading global learning company, it is uniquely positioned to create educational and entertaining content for multiple channels and in various formats, from hardcovers and paperbacks to e-books and mobile apps. Its distinguished author list includes eight Nobel Prize winners, forty-seven Pulitzer Prize winners, thirteen National Book Award winners, and more than one hundred Caldecott, Newbery, Printz, and Sibert Medal and Honor recipients. HMH publishes such distinguished authors as Philip Roth, Temple Grandin, Tim O'Brien, and Umberto Eco, and a celebrated roster of children's authors and illustrators including Lois Lowry, Chris Van Allsburg, and David Wiesner. HMH is also home to The Best American series®; The American Heritage® and Webster's New World® dictionaries; Betty Crocker®, Better Homes and Gardens®, How to Cook Everything®, The Gourmet Cookbook, and other leading culinary properties; the Peterson Field Guides®; CliffsNotes™-; books by J.R.R. Tolkien; and many iconic children's books and characters, including Curious George®, The Little Prince, and The Polar Express. For more information, visit http://www.hmhco.com/popular-reading.

Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people's lives by fostering passionate, curious learners. As a leading provider of pre-K-12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.  For more information, visit http://careers.hmhco.com  

Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.

About Houghton Mifflin Harcourt

HMH is an organization rooted in purpose and strengthened by passion. Our values drive our decisions, shape our strategies and shine through in everything we do: Curiosity: We value enabling and promoting the curiosity of others, resulting in remarkable discoveries and new ideas. Commitment: We must always mean what we say and deliver on our commitments to each other and our customers. Effectiveness and Reliability: Our content and our solutions must be more than just innovative - they must be effective and reliable. Learning: We are passionate learners. We are driven by the promise of understanding new ideas. We are committed to improving teaching and learning around the world. Performance: We are driven to overcome obstacles and succeed. We recognize our role in ensuring the success of others, and we are committed to achieving our goals. Best in Class: We are committed to providing our partners, our customers and our communities with services and solutions representing the best our industry can offer.

This company profile was created by AfterCollege and is about Houghton Mifflin Harcourt. This page is not endorsed by or affiliated with Houghton Mifflin Harcourt. For questions regarding company profiles, please email: care@aftercollege.com.