Technical Support Representative, Tier 2

Summary

Join Turnitin's Assessment Delivery Operations and Support department as a Tier 2 Technical Support Representative! You will act as a liaison between support, development, and product teams, providing world-class technical support to Turnitin customers experiencing escalated technical issues. Responsibilities include triaging and escalating tickets from Tier 1, becoming a subject matter expert on Turnitin products, and collaborating with various teams to improve support. You will need 2 years of customer support experience, a Bachelor's degree in Computer Science or equivalent, and strong technical skills. Turnitin offers a remote-centric culture, competitive benefits, and opportunities for professional growth. This role requires strong problem-solving, communication, and collaboration skills. The position involves shift-based work, including some weekends.

Requirements

• 2 years of Customer Support Experience
• Bachelor’s Degree in Computer Science or equivalent work experience
• Strong working knowledge of Windows and Mac OS
• An understanding of multiple integration paths
• In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues, etc
• Good technical writing skills, as you will sometimes need to communicate a case to technical teams outside of Technical Support
• Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts
• Provide coaching to peers who share the same expert area
• Be approachable, so that more junior members of the team come to you for guidance and support, especially with your expert area

Responsibilities

• Be available to receive live daily calls, emails and chats to Triage, and action escalations from Tier 1
• Provide world-class technical support via telephone, email, and chat for Turnitin customers experiencing escalated technical issues
• Maintain consistent ticket quality, achieving the agreed-upon target for monthly reviews
• Proactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer happiness
• Become a Subject Matter Expert on all Turnitin Assessment Products and services
• Attend Stand-Up meetings with support leadership teams to provide meaningful input from our customers
• Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends
• Share your knowledge across the team through informal training and team meetings & stand-ups
• Supporting the Quality and Knowledge team with the creation of training modules
• Point of contact for shadowing new Tier 2 team members
• Project work during quieter spells to improve team knowledge and processes
• Prioritize escalated tickets to the Tier 3 team
• Ensure efficient transfer of information between Tier 1 and support leadership teams
• Work closely with our Integrations Team
• Review top issues monthly for external education and ticket reduction
• Translate technical information into customer-friendly explanations and understandable terms for the Client, Technical Support Team and other departments at Tii
• Recognizing situations that need to be de-escalated or resolved appropriately
• Consistently maintain effective communication with nearshore teams to enhance the customer experience
• Ability to manage multiple priorities and multi-task
• Excel at developing and maintaining good working relationships between Tier 1, Tier 2, Product, Integrations, and Support Leadership teams
• Champion customer centricity at all times, understanding when to push back on advice that does not meet our customer's expectations
• Actively collaborate with team members on all tasks, projects and assignments to resolve complex issues

Preferred Qualifications

• An understanding of Learning Management Systems and how they interact with our service
• Past experience providing global technical and customer service support
• Past experience in the education field and/or with educational technology products
• Past experience in an omni channel contact center environment involving telephone, chat and email channels
• Broad understanding of web technologies and Software as a Service (SasS)

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*