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 post will triage support cases for local and global clients.

We seek an enthusiastic, self-motivated individual with a technical or customer support background to join our Product Support Team.

Responsibilities:

• Proactively support the Turnitin product line via email, ensuring resolution, system access, and optimal performance.
• Triage all support cases promptly, achieving first-contact resolution or appropriate routing.
• Act with integrity in all internal and external communications.
• Collaborate closely with the global support team.
• Maintain meticulous attention to detail on all support cases.
• Develop positive customer and cultural relations.
• Assist in translating, maintaining, and updating technical documentation.
• Participate in regular team meetings, identifying potential trends and issues.
• Support other strategic initiatives as needed.

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

Essential Skills:

• Bachelor's degree or 2+ years experience in customer support
• Fluent spoken/written English
• Ability to work in a fast-paced environment, prioritizing tasks, and working independently under pressure
• Strong computer skills and internet familiarity
• Knowledge of Operating Systems (Windows, Mac, Linux)
• Proficiency in browsers (Internet Explorer, Safari, Firefox, Chrome)
• Adherence to provided processes
• Proficient in Microsoft Office
• Excellent planning and organizational skills
• Ability to handle sensitive and confidential material with excellent judgment

Desirable Skills:

• Familiarity with Learning Management Systems (LMS)
• Familiarity with Zendesk
• Understanding of web technologies and SaaS
• Additional language skills

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