Summary
Join Turnitin's Product Support Team as a Product Specialist and provide world-class client support, responding to technical and non-technical queries. You will triage support cases, ensuring problem resolution and optimal system performance. This role requires strong problem-solving and communication skills, thriving in a fast-paced environment. You will collaborate with a global team, maintain technical documentation, and participate in team meetings. Turnitin offers a remote-centric culture and a comprehensive benefits package prioritizing well-being. The ideal candidate possesses a Bachelor's degree or equivalent experience and excellent technical and communication skills.
Requirements
- Bachelorβs 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*