Full-Time Technical Support Representative

Product Specialists play a critical role in delivering world-class client support. Responsibilities include responding to technical and non-technical customer queries, triaging support cases, and ensuring problem resolution.

Responsibilities:

• Proactively support the Turnitin product line via email, focusing on resolving issues, granting system access, and optimizing system performance.
• Triage support cases promptly, aiming for first-contact resolution or appropriate routing.
• Maintain integrity in all internal and external communications.
• Collaborate closely with the global support team.
• Ensure meticulous attention to detail in all handled cases.
• Develop positive customer and cultural relationships.
• Assist with technical documentation maintenance and updates when needed.
• Participate in team meetings, identifying potential trends and issues.
• Support other strategic initiatives.

Essential Requirements:

• Bachelor’s degree or 2+ years of customer support experience
• Fluent English (spoken and written)
• Ability to work in a fast-paced environment, handle multiple tasks, and work independently under pressure
• Strong computer skills and internet familiarity
• Knowledge of operating systems (Windows, Mac, Linux)
• Proficiency in web browsers (Internet Explorer, Safari, Firefox, Chrome)
• Adherence to set processes
• Proficiency in Microsoft Office
• Excellent planning and organizational skills
• Ability to handle sensitive and confidential material with discretion

Desirable Skills:

• Familiarity with learning management systems (Blackboard, Moodle, Canvas)
• Experience with Zendesk
• Understanding of web technologies and SaaS
• Additional language skills

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