Technical Support Representative, Triage

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Turnitin products are used by educational institutions and certification and licensing programs to uphold integrity and increase learning performance, and by students and professionals to do their best, original work.

Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

Product Specialists play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. The post will be assigned to triage of support cases for local and global clients.

We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Product Support Team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter who is comfortable working with internal and external customers.

Responsibilities:

• Proactively support the Turnitin product line via primarily email, ensuring problem resolution, system access, and optimal system performance.
• Triage all cases that are raised with product support in a timely manner, achieving a first contact resolution where possible or routing the case accordingly.
• Act with integrity throughout all internal and external communications.
• Coordinate closely with the wider Global support team in a collaborative manner.
• Ensure that a great attention to detail is apparent on all support cases handled.
• Develop positive customer and cultural relations.
• Assist in the translation, maintenance, and updating of technical documentation associated with the product line when required.
• Participate in regular team meetings, bringing observations of potential trends and issues to light.
• Support other strategic initiatives as needed.

Qualifications

Essential:

• Bachelor's degree or a minimum of 2 years experience working in a customer support role
• Fluent spoken/written English
• Ability to work in a fast-paced environment, quickly understand customer requests, set priorities, work independently, and perform under pressure
• Excellent computer skills and familiarity with the Internet
• Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux)
• Proficient in one or more of the following browsers (Internet Explorer, Safari, Firefox, Chrome)
• Comfortable following set processes and not deviating from guidance provided
• Proficient in Microsoft Office
• Excellent planning and organisational skills
• Ability to work with sensitive and confidential material and possess excellent judgement

Desirable:

• Familiarity with Learning Management Systems such as Blackboard, Moodle and Canvas
• Familiarity with Zendesk
• Broad understanding of web technologies and Software as a Service (SaaS)
• Any additional language skills would be highly beneficial

Additional Information

Total Rewards @ Turnitin

At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they're only part of the value you receive in exchange for your work.

Beyond compensation, you'll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You'll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life's challenges. You'll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.

Our Mission
is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values
underpin everything we do.

• Customer Centric:
  Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning:
  We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity:
  Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership:
  We have a bias for action. We act like owners. We are willing to change even when it's hard.
• One Team:
  We strive to break down silos, collaborate effectively, and celebrate each others' successes.
• Global Mindset:
  We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• Self-Care Days
• 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*

* varies by country

Seeing Beyond the Job Ad

At Turnitin, we recognize it's unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you're willing to learn and unleash your potential alongside us, join our team