Full-Time Technical Support Rep - Tier 2

The Technical Support Representative, Tier 2 team assists the Tier 1 Support team by liaising between Support, Development, and Product teams.

These experts provide regular feedback and updates on client issues to both the internal ADOS Technical Support team and internal stakeholders.

Key Responsibilities:

1. Be available for live daily calls, emails, and chats to triage and action escalations from Tier 1.
2. Provide world-class technical support via phone, email, and chat for Turnitin customers.
3. Maintain consistent ticket quality.
4. Proactively support Turnitin product users (administrators, instructors, etc.) ensuring problem resolution, system access, optimal performance, and customer satisfaction.
5. Become a Subject Matter Expert on Turnitin products and services.
6. Attend Stand-Up meetings with support leadership.
7. Identify issues and trends with support leadership and Tier 3 teams.
8. Share knowledge through informal training and team meetings.
9. Support the Quality and Knowledge team with training modules.
10. Be the point of contact for shadowing new Tier 2 team members.
11. Prioritize escalated tickets to Tier 3.
12. Ensure efficient information transfer between Tier 1 and support leadership.
13. Work closely with the Integrations Team.
14. Review top issues monthly.

People Skills:

• Translate technical information for clients and other departments.
• Recognize and resolve escalated situations appropriately.
• Maintain effective communication with nearshore teams.
• Manage multiple priorities and multi-task.
• Develop and maintain good working relationships.
• Champion customer-centricity.
• Collaborate on tasks and projects.

Essential Qualifications:

• 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 expert areas (configuration, features, bugs).
• Good technical writing skills
• Strong customer service skills

Desirable Qualifications:

• Understanding of Learning Management Systems
• Global technical/customer service experience
• Experience in the education field or with educational technology
• Experience in an omni-channel contact center
• Broad understanding of web technologies and SaaS

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