Technical Support Representative, Tier 1

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are. Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines. Job Description - You will play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. - We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Customer 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 comfortable working with internal and external customers. Responsibilities: - Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance. - Coordinate closely with Engineering and Product Management on all product issues & releases - Develop positive customer and cultural relations. - Assist in the translation, maintenance, and updating of technical documentation associated with the product line.

Qualifications

Essential: - Bachelor’s degree or applicant with experience working in a customer support role - Fluent spoken/written English - Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure. - Excellent computer skills - Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux) - A good understanding of Microsoft Office products - Excellent planning and organizational skills - Ability to work with sensitive and confidential material and possess excellent judgment - Weekend work and early/late hours required Desirable: - Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L - Broad understanding of web technologies and Software as a Service (SaaS) Additional Information Total Rewards @ Turnitin - At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re 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 life’s 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 is to ensure the integrity of global education and meaningfully improve learning outcomes. - Our Values underpin everything we do. - 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 Turnitin—it 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 it’s 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 it’s 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 you’re willing to learn and unleash your potential alongside us, join our team! - #LI-AC1