Technical Support Representative, Tier 1

Summary

Join Turnitin's Product Specialist team and play a critical role in delivering world-class client support. You will respond to technical and non-technical customer queries, working primarily via email (with occasional phone and live chat support). This role requires strong problem-solving and communication skills, the ability to manage multiple tasks, and comfort working with both internal and external customers. The position offers a remote-centric culture, prioritizing your well-being with a comprehensive benefits package. Turnitin is a global organization with a diverse team, committed to making a difference in education. The ideal candidate will possess a Bachelor's degree or equivalent experience in customer support, excellent computer skills, and fluency in English. Weekend and early/late hours are required.

Requirements

• Bachelor’s degree or applicant with experience working in a customer support role
• Fluent spoken/written English
• Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure
• Excellent computer skills
• Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux)
• A good understanding of Microsoft Office products
• Excellent planning and organizational skills
• Ability to work with sensitive and confidential material and possess excellent judgment
• Weekend work and early/late hours required / 37.5 hours (PHT)
• Tues - Sat (8:30 PM to 05:00 AM)
• Sun - Thurs (8:30 PM to 05:00 AM)

Responsibilities

• Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance
• Coordinate closely with Engineering and Product Management on all product issues & releases
• Develop positive customer and cultural relations
• Assist in the translation, maintenance, and updating of technical documentation associated with the product line
• Support other strategic initiatives as needed

Preferred Qualifications

• Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L
• Broad understanding of web technologies and Software as a Service (SaaS)

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*