Technical Support Representative, Tier 1

Summary

Join Turnitin's Product Specialist team and play a critical role in delivering world-class client support. Respond to technical and non-technical customer queries via email, phone, and live chat, ensuring problem resolution and optimal system performance. Coordinate with Engineering and Product Management on product issues and releases. Develop positive customer relations and assist in maintaining technical documentation. This role requires a Bachelor's degree or equivalent experience, 3+ years of technical support experience in a global environment, fluency in English and Spanish, and excellent problem-solving and communication skills. Turnitin offers a remote-centric culture, competitive benefits, and a commitment to employee well-being. The company values integrity, collaboration, and a global mindset.

Requirements

• Bachelor’s degree or experience working in a customer support role
• 3+ years prior technical support representative experience, ideally supporting a global enterprise environment
• Fluent spoken/written English & Spanish
• 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

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*