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, ensuring problem resolution and optimal system performance. This role requires strong problem-solving and communication skills, thriving in a fast-paced environment. The position involves proactive support via email, phone, and live chat, close coordination with engineering and product management, and maintaining technical documentation. Turnitin offers a remote-centric culture with a comprehensive benefits package prioritizing well-being. 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 organisational skills
• Ability to work with sensitive and confidential material and possess excellent judgement
• Weekend work and early/late hours required: Wed to Sun 08:00 - 17:00 PHST Sat to Wed 08:00 - 17:00 PHST

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*