Technical Support Representative Triage Philippines Remote
Technical Support Representative Triage Philippines Remote
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Salary Not Disclosed
1 Vacancy
Job Description
Turnitin is revolutionising the experience of writing to learn. Turnitins formative feedback and originality checking services promote critical thinking ensure academic integrity and help students improve their writing. Turnitin provides instructors with the tools to engage students in the writing process provide personalised feedback and assess student progress over time. Turnitins applications are used by more than 33 million students at 15000 institutions in 140 countries. Turnitin is headquartered in Oakland California with international offices in Newcastle Utrecht Seoul Melbourne Noida and Mexico City.
Product Specialists play a critical role in the delivery of worldclass client support and are responsible for responding to technical and nontechnical customer queries. The post will be assigned to triage of support cases for local and global clients.
We are looking for an enthusiastic selfmotivated individual with a technical or customer support background to expand our Product Support Team. The successful candidate will possess very strong problemsolving and communication skills. They will thrive in a fast paced teamoriented environment and process the ability to manage multiple tasks simultaneously. This role is best suited for a selfstarter who is comfortable working with internal and external customers.
Responsibilities:
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 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.
Working Days:
- Wednesday to Sunday (Afternoon/Night Shift)
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 fastpaced 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 Zendesk
Broad understanding of web technologies and Software as a Service (SaaS)
Any additional language skills would be highly beneficial
Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education and thriving in an organization that is free of politics and full of humble inclusive and collaborative teammates the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remotecentric 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 wellbeing.
Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
Our Values underpin everything we do.
- Customer Centric We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
- Passion for Learning We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
- Integrity We believe integrity is the heartbeat of Turnitin. It shapes our products the way we treat each other and how we work with our customers and vendors.
- Action & Ownership We have a bias toward action and empower teammates to make decisions.
- One Team We strive to break down silos collaborate effectively and celebrate each others successes.
- Global Mindset We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.
Global Benefits
- Remote First Culture
- Health Care Coverage*
- Education Reimbursement*
- Competitive Paid Time Off
- 4 SelfCare Days per year
- 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 evolve alongside us join our team!
Turnitin LLC is committed to the policy that all persons have equal access to its programs facilities and employment. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
