Technical Support Representative, Tier 2

Summary

Join Turnitin's Assessment Delivery Operations and Support department as a Technical Support Representative, Tier 2! In this role, you will act as a liaison between the Tier 1 Support team, Development, and Product teams, providing world-class technical support to Turnitin customers. You will troubleshoot escalated technical issues, reproduce reported bugs, and create detailed escalations for Tier 3. You will also become a Subject Matter Expert on Turnitin Assessment Products and services, proactively supporting users and ensuring optimal system performance. This position involves collaborating with various teams, identifying issues and trends, and contributing to the improvement of support processes. You will also provide coaching and guidance to junior team members. The role requires strong technical skills, excellent communication abilities, and a customer-centric approach.

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*