Full-Time Technical Support Representative Tier 2

Technical Support Representative, Tier 2

Company Description: Turnitin is a global innovator in education, promoting honesty, consistency, and fairness. 21,000+ institutions use our services like Feedback Studio, Originality, and Gradescope.

Job Description: Tier 2 Support assists Tier 1, liaising between Support, Development, and Product teams. You provide regular feedback on client issues to internal teams and stakeholders. Similar to Tier 1, you'll determine bug reproducibility and create detailed escalations for Tier 3.

This role is the first internal point of contact for products, providing technical support both to customers and colleagues. You'll report issues, identify bugs, and escalate them to Tier 3 engineers.

Key Responsibilities and Outputs:

• Receive calls, emails, and chats to triage and action escalations from Tier 1.
• Provide world-class technical support for Turnitin customers with escalated issues.
• Maintain ticket quality, meeting monthly targets.
• Proactively support Turnitin users (administrators, instructors, etc.) ensuring system access and optimal performance.
• Become a Subject Matter Expert on Turnitin products and services.
• Attend Stand-Up meetings to provide customer input.
• Identify issues and trends to share with leadership and Tier 3.
• Share knowledge through informal training.
• Support the Quality and Knowledge team with training modules.
• Act as a point of contact for new Tier 2 members.
• Conduct project work during quieter periods to improve team knowledge and processes.
• Prioritize escalated tickets for Tier 3.
• Ensure efficient information transfer between Tier 1 and support leadership.
• Work closely with the Integrations Team.
• Review top external education issues monthly.

Qualifications:

• 2+ years Customer Support experience.
• Bachelor's degree in Computer Science or equivalent.
• Strong knowledge of Windows and Mac OS.
• Understanding of multiple integration paths.
• In-depth knowledge of Turnitin products, including configurations, features, bugs, and known issues.
• Good technical writing skills.
• Experience providing "White Glove" support.
• Experience coaching peers.

Desirable Skills:

• Understanding of Learning Management Systems (LMS).
• Global technical and customer service experience.
• Experience in education or educational technology.
• Experience in an omni-channel contact center.
• Understanding of web technologies and SaaS.

Personal Attributes:

• Strong communication skills (verbal and written).
• Active listening.
• Collaboration skills.
• Customer focus.
• Problem-solving skills.
• Attention to detail.

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