Technical Support Representative, Triage - Remote

Overview

The Technical Support Representative will play a critical role in delivering world-class client support, responding to both technical and non-technical customer queries.

In Short

• Provide proactive support for the Turnitin product line primarily via email.
• Triage support cases for local and global clients.
• Ensure problem resolution and optimal system performance.
• Coordinate with the Global support team.
• Maintain great attention to detail on all support cases.
• Assist in the translation and maintenance of technical documentation.
• Participate in team meetings to discuss trends and issues.
• Work in a fast-paced environment with a focus on customer satisfaction.
• Work Wednesday to Sunday during afternoon/night shifts.
• Support other strategic initiatives as needed.

Requirements

• Bachelor’s degree or 2 years of customer support experience.
• Fluent in spoken and written English.
• Excellent computer skills and familiarity with the Internet.
• Knowledge of Operating Systems (Windows, Mac, Linux).
• Proficient in web browsers (IE, Safari, Firefox, Chrome).
• Ability to follow established processes.
• Excellent planning and organizational skills.
• Ability to handle sensitive and confidential material.
• Familiarity with Learning Management Systems is a plus.
• Additional language skills are beneficial.

Benefits

• Remote-first culture.
• Health care coverage.
• Education reimbursement.
• Competitive paid time off.
• Self-care days and national holidays.
• Paid volunteer time.
• Charitable contribution matching.
• Wellness reimbursement.
• Access to mental health support.
• Retirement plan with contributions.