Technical Support Representative, Tier 1 (Philippines Remote)

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, Ouriginal, and ProctorExam.

Turnitin has offices in Australia, India, Indonesia, Germany, Japan, Korea, Mexico, the Netherlands, the Philippines, Sweden, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together.

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.
• 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
• Excellent planning and organizational skills.
• Ability to work with sensitive and confidential material and possess excellent judgment.
• Weekend work and late hours required

Shift - Sunday-Thursday 9:00-18:00 A EST

Sunday to Thursday (27/7)

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

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 constantly learning and growing and build a workplace that 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.

Global Benefits:

• Flexible/hybrid working 

• Remote First Culture

• Health Care Coverage*

• Tuition Reimbursement*

• Competitive Paid Time Off 

• 4 Self-Care Days per year

• National Holidays*

• 2 Founder Days + Juneteenth Observed

• Paid Volunteer Time*

• Charitable contribution match*

• Monthly Wellness Reimbursement/Home Office Equipment*

• 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 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 age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.