Full-Time Technical Support Representative, Triage (Remote)

• Proactively support the Turnitin product line via primarily email, ensuring problem resolution, system access, and optimal system performance.
• Triage all cases that are raised with product support in a timely manner.
• Coordinate closely with the wider Global support team in a collaborative manner.
• Ensure that a great attention to detail is apparent on all support cases handled
• Develop positive customer and cultural relations.
• Assist in the translation, maintenance, and updating of technical documentation associated with the product line when required.
• Participate in regular team meetings, bringing observations of potential trends and issues to light
• Support other strategic initiatives as needed.

• Bachelor’s degree or a minimum of 2 years experience working in a customer support role
• Fluent spoken/written English
• Ability to work in a fast-paced environment
• Excellent computer skills and familiarity with the Internet.
• Knowledge of Operating Systems (Windows, Mac, Linux)
• Proficient in browsers (Internet Explorer, Safari, Firefox, Chrome)
• Proficient in Microsoft Office
• Excellent planning and organisational skills.

• Familiarity with Learning Management Systems such as Blackboard, Moodle and Canvas
• Familiarity with Zendesk
• Broad understanding of web technologies and Software as a Service (SaaS)
• Any additional language skills would be highly beneficial

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