Technical Support Representative, Tier 1 (US Remote) at Turnitin

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Company Description

Turnitin is your partner in education with integrity. Turnitin’s originality Turnitin is a global SaaS company dedicated to ensuring the integrity of education and research and supporting the development of original thinking skills. As the academic and research landscape evolves, Turnitin stays ahead of trends through advancements in technology and deep partnerships with education leaders, institutions, and practitioners. Turnitin’s content databases — built over 20 years — provide an unparalleled repository of 1+ billion student papers, best-in-class scholarly content from top publishers in every major discipline and in dozens of languages, and 70+ billion current and archived web pages. We promote honesty, consistency, and fairness across all assignment types and subject areas so that educators can help students do their best, original work. 

Job Description

Turnitin is revolutionizing the experience of writing to learn. Turnitin’s 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 personalized feedback, and assess student progress over time. Turnitin's applications are used by more than 33 million students at 15,000 institutions in 140 countries. Turnitin is headquartered in Oakland, California with international offices in the UK, the Netherlands, South Korea, and Australia.

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 possess 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.
Full-time
Shift: Sunday to Thursday 9 am - 6 pm

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.
  • Support other strategic initiatives as needed.

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.

Desirable:

  • Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L
  • Broad understanding of web technologies and Software as a Service (SasS)
  • Excellent planning and organizational skills.
  • Ability to work with sensitive and confidential material and possess excellent judgment.

Additional Information

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 other’s successes.

  • Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

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 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. We strongly encourage applications from people of color, persons with disabilities, women, and the LGBTQ+ community, regardless of age, gender, religion, marital or veterans status.

More Information on Turnitin
Turnitin operates in the Information Technology industry. The company is located in Oakland, CA, Austin, TX and Pittsburgh, PA. Turnitin was founded in 1996. It has 650 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 86 open jobs at Turnitin, click here.
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