Platinum Support Specialist (Philippines Remote)

The Platinum Support team works with our Turnitin Assessment Delivery team to provide world-class customer service to Premium and Non-Premium Support member institutions exam takers and proctors. The Platinum Support Specialist will help grow customer usage of products ensure satisfaction with the products and provide bespoke Premium support services.

• Responsible for handling technical and non-technical customer queries via telephone chat email and online forms within established response times.
• Proactively support users of the ExamSoft and ProctorExam products (administrators instructors teaching assistants exam takers and proctors ensuring problem resolution system access optimal system performance and overall customer happiness. 
• Become a Subject Matter Expert on all ExamSoft and ProctorExam products and services. 
• Coordinate closely with other departments including but not limited to Tier 2 Client Success Management Engineering Product Management on all product issues & releases as well as on new user onboarding initiatives.
• Be part of our newly created Bench Team 
• Develop and maintain positive customer relationships with domestic and international customers while striving to provide exceptional customer service on every interaction with every customer.

Qualifications :

Essential 

• Bachelors Degree or equivalent experience. 
• Fluent spoken/written English and exceptional written and oral communication skills. 
• Ability to work in a fast-paced environment manage multiple projects set priorities work independently and perform under pressure.
• Exceptionally detail-oriented and organized. 
• Excellent computer skills. 
• Ability to quickly pick up new tools and software - eager and willing to become an expert in our product and the world of higher education. 
• Excellent planning and organisational skills.
• Passion for customer and user experience. 
• Ability to work with sensitive and confidential material and possess excellent judgment.

Desirable 

• Past experience providing global technical and customer service support. 
• Past experience in the education field and/or with educational technology products. 
• Past experience in an omni channel contact center environment involving telephone chat and email channels.
• Broad understanding of web technologies and Software as a Service (SasS).

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 youll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. Youll 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. Youll 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 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