Full-Time Technical Support Rep Tier 2

Technical Support Representative, Tier 2

Assists Tier 1 Support team.

Liaises between Support, Development, and Product teams.

Provides regular feedback and updates on client issues to internal teams.

Establishes if reported bugs are reproducible.

Creates detailed escalations for Tier 3.

Gathers logs and provides necessary information about issues.

Acts as an informal escalation point for broader support.

Provides proactive feedback and input to Product, Support, and Quality teams.

Key Responsibilities and Outputs:

• Receives calls, emails, and chats for triage and action escalations.
• Provides world-class technical support.
• Maintains consistent ticket quality.
• Supports Turnitin product users (administrators, instructors, etc.)
• Ensures problem resolution, system access, and optimal performance.
• Attends Stand-Up meetings with leadership.
• Identifies issues and trends with support leadership.
• Shares knowledge across the team.
• Supports Quality and Knowledge team with training modules.
• Provides support for new Tier 2 members.
• Prioritizes escalated tickets to Tier 3.
• Ensures efficient information transfer between teams.
• Works closely with Integrations Team.
• Reviews top issues monthly.

People skills:

• Translates technical information to customers.
• Recognizes situations needing de-escalation.
• Maintains effective communication.
• Manages multiple priorities.
• Develops and maintains good working relationships.
• Champions customer centricity.
• Collaborates with team members.

Essential Skills:

• 2+ years of Customer Support Experience
• Bachelor’s Degree in Computer Science or equivalent
• Strong working knowledge of Windows and Mac OS
• Understanding of multiple integration paths
• In-depth knowledge of Turnitin products and services
• Good technical writing skills

Desirable Skills:

• Understanding of Learning Management Systems
• Past experience in global support
• Experience in education or educational technology
• Experience in omni-channel contact centers
• Understanding of web technologies and SaaS

Personal Attributes:

• Active Listening
• Collaboration
• Customer Orientation
• Problem Analysis
• Written Communication
• Integrity
• Verbal Communication
• Quality Focus
• Empathy
• Attention to Detail

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