Customer Technical Support Agent applicants have rated the interview process at Cengage with 3 out of 5 (where 5 is the highest level of difficulty) and assessed their interview experience as 100% positive. To compare, the company-average is 59.9% positive. This is according to Glassdoor user ratings.
Candidates applying for Customer Technical Support Agent roles take an average of 18 days to get hired, when considering 2 user submitted interviews for this role. To compare, the hiring process at Cengage overall takes an average of 32 days.
Common stages of the interview process at Cengage as a Customer Technical Support Agent according to 2 Glassdoor interviews include:
Skills test: 17%
Phone interview: 17%
One on one interview: 17%
Group panel interview: 17%
Background check: 17%
Other: 8%
Personality test: 8%
Here are the most commonly searched roles for interview reports -
I applied online. The process took 3 weeks. I interviewed at Cengage (Independence, KY) in Jun 2012
Interview
The initial interview included all the basic questions, e.g. "describe to me a time where you had to____" and "tell me about a time when you were able to ____" and that sort of thing. The interviewers were all very nice and friendly. I had to take a mock call, which was super easy, but a little awkward, because instead of a computer screen with the available information presented, all I had was five sheets of paper documentation. Not being familiar with the special lexicography of the business, it was slightly difficult to parse the question asked and figure out what answer to give. But overall it was a very relaxed mock call and they give you a whopping five minutes to answer a pretty simple question. I personally felt like i'd fumbled the entire thing, especially the initial interview, but they gave me an offer, so I think they're looking for personality and temperament as well as expertise.
Interview questions [1]
Question 1
Trying to think of specific cases i'd had in the past was difficult because i'd been taking support calls for years and they all are kind of blurred together.
I applied through an employee referral. The process took 2 weeks. I interviewed at Cengage (Independence, KY) in May 2012
Interview
The hiring and interview process was a very easy process. Had to play phone tag with them at first as they were calling while I was at work. There was a phone interview and then a 2 on 1 interview with the Manager of Technical Support and the Manager of the Documentation and Training team. During the interview there was a mock call scenario where I only had 10 minutes to read 5 documents regarding different products that we support.
Interview questions [1]
Question 1
The most difficult thing about this position is the lack of proper training and communication. There is a lot to be desired from the training department. With all of the re-organizations within the company, they need to re-organize this department. If the training is better, which shouldnt be hard to do considering how bad it currently is, it would help things a lot.