Technical Support Representative, Tier 2 - Remote

Overview

The Technical Support Representative, Tier 2 team assists the Tier 1 Support team by liaising between Support, Development, and Product teams, providing high-level technical support and resolving customer issues.

In Short

• Assist Tier 1 Support team with escalated issues.
• Provide world-class technical support via phone, email, and chat.
• Become a Subject Matter Expert on Turnitin products.
• Proactively support users and ensure their satisfaction.
• Identify and report issues and trends to improve support.
• Participate in training and knowledge sharing.
• Manage multiple priorities and maintain effective communication.
• Work on project tasks to improve team processes.
• Support the Quality and Knowledge team.
• Work on a rotating shift schedule, including weekends.

Requirements

• 2 years of Customer Support Experience.
• Bachelor’s Degree in Computer Science or equivalent experience.
• Strong knowledge of Windows and Mac OS.
• Good technical writing skills.
• Experience with Learning Management Systems is a plus.
• Ability to provide 'White Glove' support.
• Excellent communication and collaboration skills.
• Ability to analyze problems and provide solutions.
• Experience in omni-channel support environments.
• Broad understanding of web technologies and SaaS.

Benefits

• Remote-first culture with flexible work arrangements.
• Health care coverage and wellness programs.
• Competitive paid time off and self-care days.
• Education reimbursement and parental leave.
• Retirement plan with matching contributions.
• Paid volunteer time and charitable contribution match.
• Access to mental health resources.
• Collaborative and inclusive work environment.