Technical Support Representative, Triage

Descripción del trabajo Technical Support Representatives play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. The post will be assigned to triage of support cases for local and global clients. We are looking for an enthusiastic self‑motivated individual with a technical or customer support background to expand our Product Support Team. The successful candidate will possess very strong problem‑solving and communication skills. They will thrive in a fast‑paced team‑oriented environment and process the ability to manage multiple tasks simultaneously. This role is best suited for a self‑starter who is comfortable working with internal and external customers. Responsibilities Proactively support the Turnitin product line via primarily email (sometimes phone) ensuring problem resolution system access and optimal system performance. Triage all cases that are raised with product support in a timely manner achieving a first contact resolution where possible or routing the case accordingly. Act with integrity throughout all internal and external communications. 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. Qualifications Essential Bachelors 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 quickly understand customer requests set priorities work independently and perform under pressure. Excellent computer skills and familiarity with the Internet. Knowledge of one or more of the following Operating Systems (Windows Mac Linux). Proficient in one or more of the following browsers (Internet Explorer Safari Firefox Chrome). Comfortable following set processes and not deviating from guidance provided. Proficient in Microsoft Office. Excellent planning and organisational skills. Ability to work with sensitive and confidential material and possess excellent judgement. Desirable Familiarity with Learning Management Systems such as Blackboard Moodle and Canvas. Familiarity with Salesforce. Broad understanding of web technologies and Software as a Service (SaaS). Any additional language skills would be highly beneficial. Additional Information Total Rewards @ Turnitin At Turnitin we believe Total Rewards go far beyond pay. While salary bonus or commission are important theyre only part of the value you receive in exchange for your work. Beyond compensation you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics surrounded by humble inclusive and collaborative teammates. In addition our extrinsic rewards include generous time off and health and wellness programs that provide choice flexibility and a safety net for lifes challenges. You’ll also enjoy a remote‑first culture that empowers you to work with purpose and accountability in the way that suits you best all supported by a comprehensive package that prioritizes your overall well‑being. Our Mission To ensure the integrity of global education and meaningfully improve learning outcomes. Our Values Customer Centric – Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do. Passion for Learning – We are committed to our own learning and growth internally. And we support education and learning around the globe. Integrity – Integrity is the heartbeat of Turnitinit is the core of our products the way we treat each other and how we work with our customers and vendors. Action & Ownership – We have a bias for action. We act like owners. We are willing to change even when its hard. One Team – We strive to break down silos collaborate effectively and celebrate each others successes. Global Mindset – We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world. Global Benefits Remote First Culture Health Care Coverage* Education Reimbursement* Competitive Paid Time Off Self‑Care Days National Holidays* 2 Founder Days Juneteenth Observed Paid Volunteer Time* Charitable contribution match* Monthly Wellness or Home Office Reimbursement/* Access to Modern Health (mental health platform) Parental Leave* Retirement Plan with match/contribution* * varies by country Seeing Beyond the Job Ad – At Turnitin we recognize its unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If youre willing to learn and unleash your potential alongside us join our team Remote Work : Yes Employment Type : Full‑time #J-18808-Ljbffr