Technical Support Representative, Tier 2 - Remote

Overview

The Technical Support Representative, Tier 2 is responsible for providing high-level technical support to customers, liaising between support, development, and product teams to ensure effective issue resolution and customer satisfaction.

In Short

• Assist Tier 1 Support by providing technical expertise.
• Provide world-class support via phone, email, and chat.
• Maintain ticket quality and achieve monthly review targets.
• Become a Subject Matter Expert on Turnitin products.
• Identify issues and trends for escalation to Tier 3.
• Support training and knowledge sharing among team members.
• Prioritize escalated tickets for timely resolution.
• Collaborate with Integrations Team for seamless operations.
• Engage in project work to enhance team processes.
• Ensure effective communication with all stakeholders.

Requirements

• 2 years of customer support experience.
• Bachelor’s degree in Computer Science or equivalent.
• Strong knowledge of Windows and Mac OS.
• Understanding of integration paths and technical issues.
• Good technical writing skills for communication with technical teams.
• Experience in providing high-level customer support.
• Ability to coach and guide junior team members.
• Approachable and supportive team player.
• Experience with Learning Management Systems is a plus.
• Good understanding of web technologies and SaaS.

Benefits

• Competitive salary and rewards package.
• Remote-first work culture.
• Generous paid time off and health benefits.
• Education reimbursement opportunities.
• Flexible wellness programs.
• Parental leave and retirement plan with match.
• Access to mental health resources.
• Paid volunteer time and charitable contribution match.
• Opportunities for professional growth and development.
• Inclusive and diverse work environment.