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, working primarily through email (with occasional phone and live chat support). Collaborate closely with engineering and product management teams. Develop positive customer relationships and contribute to maintaining and updating technical documentation. This role requires strong problem-solving and communication skills, thriving in a fast-paced environment, and managing multiple tasks simultaneously. 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.

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

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*