Technical Support Representative

Summary

Join Turnitin's Product Support Team as a Product Specialist and contribute to delivering world-class client support. You will be responsible for responding to technical and non-technical customer queries, triaging support cases, and ensuring optimal system performance. This role requires strong problem-solving and communication skills, proficiency in various software and operating systems, and the ability to work independently and collaboratively within a fast-paced environment. Turnitin offers a remote-centric culture, a comprehensive benefits package prioritizing well-being, and opportunities for professional growth within a global organization dedicated to improving global education. The ideal candidate possesses a bachelor's degree or equivalent experience in customer support, excellent communication skills, and a passion for resolving customer issues. Turnitin values integrity, collaboration, and a global mindset.

Requirements

• Bachelor’s degree or a minimum of 2 years experience working in a customer support role
• Fluent spoken/written English
• Ability to work in a fast-paced environment, quickly understand customer requests, set priorities, work independently, and perform under pressure
• Excellent computer skills and familiarity with the Internet
• Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux)
• Proficient in one or more of the following browsers (Internet Explorer, Safari, Firefox, Chrome)
• Comfortable following set processes and not deviating from guidance provided
• Proficient in Microsoft Office
• Excellent planning and organisational skills
• Ability to work with sensitive and confidential material and possess excellent judgement

Responsibilities

• Proactively support the Turnitin product line via primarily email, ensuring problem resolution, system access, and optimal system performance
• Triage all cases that are raised with product support in a timely manner, achieving a first contact resolution where possible or routing the case accordingly
• Act with integrity throughout all internal and external communications
• Coordinate closely with the wider Global support team in a collaborative manner
• Ensure that a great attention to detail is apparent on all support cases handled
• Develop positive customer and cultural relations
• Assist in the translation, maintenance, and updating of technical documentation associated with the product line when required
• Participate in regular team meetings, bringing observations of potential trends and issues to light
• Support other strategic initiatives as needed
• Proactively support the Turnitin product line via primarily email, (sometimes phone), ensuring problem resolution, system access, and optimal system performance
• Triage all cases that are raised with product support in a timely manner, achieving a first contact resolution where possible or routing the case accordingly
• Act with integrity throughout all internal and external communications
• Coordinate closely with the wider Global support team in a collaborative manner
• Ensure that a great attention to detail is apparent on all support cases handled
• Develop positive customer and cultural relations
• Assist in the translation, maintenance, and updating of technical documentation associated with the product line when required
• Participate in regular team meetings, bringing observations of potential trends and issues to light
• Support other strategic initiatives as needed

Preferred Qualifications

• Familiarity with Learning Management Systems such as Blackboard, Moodle and Canvas
• Familiarity with Salesforce
• Broad understanding of web technologies and Software as a Service (SaaS)
• Any additional language skills would be highly beneficial

Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*