Technical Support Representative, Tier 2 (Remote in the Philippines)

Turnitin, LLCManila

Remote Full-time

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Experience Level

Entry Level

Qualifications

Essential Qualifications:Minimum of 2 years in Customer Support. Bachelor’s Degree in Computer Science or equivalent experience. Strong proficiency in Windows and Mac OS. Understanding of various integration paths. In-depth knowledge of product configurations, features, and known issues. Excellent technical writing skills for effective communication with technical teams. Provide high-touch support for challenging cases and sensitive customers. Offer coaching to peers in your areas of expertise. Be approachable for junior team members seeking guidance. Desirable Qualifications:Familiarity with Learning Management Systems and their integration with our services. Previous experience in a similar technical support environment.

About the job

Your expertise will be instrumental in identifying and documenting bugs for escalation to the Tier 3 team, while also acting as a key point of contact for inquiries from both customers and internal teams. This role offers significant responsibility, positioning you as a technical representative for our products, and empowering you to contribute to the continuous improvement of our support services.

Key Responsibilities:

Handle live calls, emails, and chats to triage and address escalations from Tier 1.
Deliver exceptional technical support to Turnitin customers facing complex issues.
Maintain high ticket quality and meet monthly review targets.
Proactively assist users of Turnitin products, ensuring optimal performance and customer satisfaction.
Become a Subject Matter Expert on Turnitin Assessment Products and services.
Participate in Stand-Up meetings, providing valuable feedback from our customer interactions.
Identify trends and issues in collaboration with support leadership and Tier 3 teams.
Share your expertise through informal training and team meetings.
Support the Quality and Knowledge team in developing training materials.
Act as a mentor for new Tier 2 team members.
Engage in project work during quieter periods to enhance team processes.
Prioritize escalated tickets for the Tier 3 team.
Facilitate effective communication between Tier 1 and support leadership.
Collaborate closely with the Integrations Team.
Review common issues monthly to improve user education and reduce ticket volume.

About Turnitin, LLC

At Turnitin, we're proud to be recognized as an innovator in the global education sector. For over 25 years, we have partnered with educational institutions to uphold integrity, consistency, and fairness in assessments across diverse subjects. Our products empower institutions and individuals to enhance learning performance and maintain academic honesty. Experience a remote-first culture that allows you to work with purpose and accountability, tailored to your preference. We prioritize your well-being through a comprehensive benefits package. Join our diverse team united by a commitment to making a positive impact in education.

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