Full-Time Technical Support Representative

Product Specialists play a critical role in delivering world-class client support, handling technical and non-technical customer queries. The role involves triaging support cases for local and global clients.

Responsibilities:

• Proactively support the Turnitin product line via primarily email, resolving problems, providing system access, and optimizing system performance.
• Triage all support cases promptly, aiming for first-contact resolution or proper routing.
• Maintain integrity in all internal and external communications.
• Collaborate closely with the global support team.
• Ensure detailed attention to all handled cases.
• Cultivate positive customer and cultural relations.
• Assist in translating, maintaining, and updating technical documentation when needed.
• Participate in regular team meetings, highlighting potential trends and issues.
• Support strategic initiatives as needed.

Working Days: Wednesday to Sunday (Afternoon/Night Shift)

Qualifications:

• Essential:
• Bachelor's degree or 2+ years in customer support.
• Fluent spoken/written English.
• Ability to work in a fast-paced environment, understand customer requests quickly, prioritize tasks, work independently, and handle pressure.
• Strong computer skills and internet familiarity.
• Knowledge of operating systems (Windows, Mac, Linux).
• Proficiency in browsers (Internet Explorer, Safari, Firefox, Chrome).
• Adherence to established processes.
• Proficiency in Microsoft Office.
• Excellent planning and organizational skills.
• Ability to handle sensitive and confidential material with sound judgment.
• Desirable:
• Familiarity with Learning Management Systems (Blackboard, Moodle, Canvas).
• Familiarity with Zendesk.
• Understanding of web technologies and SaaS.
• Additional language skills are a plus.

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