The zyBooks Support team is primarily student run!
We have 3 full time Support leads, Sarah, Lindsey, and Estefania, each with a BS in Computer Science.
The rest of the team is comprised of college students majoring in either Computer Science, Engineering, IT, or Math. These are students who have used a zyBook in a class before so they are familiar with the product, and the content, which makes them uniquely suited to assist their peers.
The team is fully US based with students ranging from University of Southern California, to University of Texas Austin, to University of Maryland. Because the team is spread out across the country and is able to work evenings and weekends, we are able to provide support coverage from as early as 5am Pacific/8am Eastern, to as late in the day as 11pm Pacific/2am est, 7 days a week.
Student support agents work fully remotely and meet once a week virtually as a team for updates and to discuss the trends we see in tickets!
Many student support agents have even gone on to get full time jobs within the organization upon graduating. This includes roles on the content development team, the platform development team, admin roles, and even the Support team. In fact, full time support lead and BS in Computer Science, Lindsey, began her zyBooks career as a part time worker on the support team while she was pursuing her degree at UC Riverside.
We are a super friendly, energetic and fun team. We all stand behind the zyBooks mission to help students succeed. Our personal goal is to make sure that no student's ability to learn is impaired by any technical issues! We work both reactively to assist students in real time, as well as proactively to learn from areas that we notice can get folks stuck, and we strive to continually work with internal teams to always improve the usability of our product.