Technical Support Representative

closed
Turnitin Logo

Turnitin

πŸ“Remote - Philippines

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

  • 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*
This job is filled or no longer available