Full-Time Technical Support Representative

Product Specialists play a critical role in delivering world-class client support. They are responsible for responding to technical and non-technical customer queries.

This role involves triage of support cases for local and global clients. You'll need to be enthusiastic, self-motivated, and experienced in problem-solving and communication.

Responsibilities include:

1. Proactively supporting the Turnitin product line via primarily email (sometimes phone) to ensure problem resolution, system access, and optimal system performance.
2. Triaging all cases raised in a timely manner, achieving first-contact resolution where possible or routing the case accordingly.
3. Acting with integrity in all internal and external communications.
4. Closely coordinating with the global support team.
5. Ensuring attention to detail in all support cases.
6. Developing positive customer and cultural relations.
7. Assisting in translating, maintaining, and updating technical documentation.
8. Participating in regular team meetings, reporting on trends and issues.
9. Supporting other strategic initiatives.

Qualifications:

• Bachelor's degree or 2+ years experience in customer support.
• Fluent spoken/written English.
• Ability to work in a fast-paced environment, understand customer requests, prioritize tasks, work independently, and perform under pressure.
• Excellent computer skills and familiarity with the internet.
• Knowledge of operating systems (Windows, Mac, Linux).
• Proficiency with browsers (Internet Explorer, Safari, Firefox, Chrome).
• Following set processes and not deviating from guidance.
• Proficient in Microsoft Office.
• Excellent planning and organizational skills.
• Ability to handle sensitive and confidential material with discretion.

Desirable Qualifications:

• Familiarity with Learning Management Systems (LMS) like Blackboard, Moodle, and Canvas.
• Familiarity with Salesforce.
• Understanding of web technologies and SaaS.
• Additional language skills.

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