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 through email (with occasional phone and live chat support). This role requires strong problem-solving and communication skills, thriving in a fast-paced environment while managing multiple tasks. The ideal candidate is a self-starter comfortable working with both internal and external customers. Turnitin offers a remote-centric culture and a comprehensive benefits package prioritizing well-being. The position involves weekend and early/late hours, working a 37.5-hour schedule.

Requirements

• Possess a Bachelor’s degree or have experience working in a customer support role
• Be fluent in spoken/written English
• Work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure
• Have excellent computer skills
• Possess knowledge of one or more of the following Operating Systems (Windows, Mac, Linux)
• Have a good understanding of Microsoft Office products
• Possess excellent planning and organizational skills
• Work with sensitive and confidential material and possess excellent judgment
• Work weekends and early/late hours (37.5 hours/week): Tues - Sat (8:30 PM to 05:00 AM) or 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

• Have familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L
• Possess a 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