Full-Time Technical Support Representative, Triage (Remote)
Turnitin, LLC is hiring a remote Full-Time Technical Support Representative, Triage (Remote). The career level for this job opening is Experienced and is accepting Mexico City, Mexico based applicants remotely. Read complete job description before applying.
Turnitin, LLC
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Job Details
Technical Support Representatives play a critical role in delivering world-class client support, responding to technical and non-technical queries. This role focuses on triage of 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. Strong problem-solving and communication skills are essential. The candidate will thrive in a fast-paced, team-oriented environment and manage multiple tasks.
Responsibilities:
- Proactively support the Turnitin product line via email (sometimes phone), ensuring problem resolution and optimal system performance.
- Triage all cases promptly, achieving first contact resolution where possible or routing the case accordingly.
- Coordinate with the wider Global support team collaboratively.
- Ensure attention to detail on all support cases.
- Develop positive customer and cultural relations.
- Assist in updating technical documentation.
- Participate in team meetings, highlighting potential trends and issues.
- Support other strategic initiatives as needed.
Essential:
- Bachelor’s degree or 2+ years in customer support
- Fluent English
- Ability to work in a fast-paced environment, understand requests, prioritize, work independently, and perform under pressure.
- Excellent computer skills and Internet familiarity.
- Knowledge of Operating Systems (Windows, Mac, Linux)
- Proficient in Browsers (Internet Explorer, Safari, Firefox, Chrome)
- Comfortable following set processes
- Proficient in Microsoft Office
- Excellent planning and organisational skills.
- Ability to handle sensitive material with excellent judgement.
Desirable:
- Familiarity with Learning Management Systems (Blackboard, Moodle, Canvas)
- Familiarity with Salesforce
- Broad understanding of web technologies and SaaS
- Additional language skills beneficial