Technical Support Representative, Tier 2 - Remote

Overview

The Technical Support Representative, Tier 2 role involves assisting the Tier 1 Support team by acting as a liaison between Support, Development, and Product teams, providing technical support and feedback to improve customer service.

In Short

• Provide world-class technical support via calls, emails, and chats.
• Act as a Subject Matter Expert on Turnitin products.
• Identify and escalate issues to Tier 3 engineers.
• Maintain high-quality ticket standards.
• Support users to ensure optimal system performance.
• Collaborate with various teams to enhance customer experience.
• Participate in training and knowledge sharing.
• Work on project tasks during quieter times.
• Manage escalated tickets effectively.
• Engage in continuous improvement initiatives.

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.
• Ability to provide high-level customer support.
• Experience with Learning Management Systems is a plus.
• Familiarity with web technologies and SaaS.
• Excellent communication and collaboration skills.
• Ability to manage multiple priorities effectively.

Benefits

• Remote-first culture with flexible working arrangements.
• Health care coverage and wellness programs.
• Generous paid time off and self-care days.
• Education reimbursement opportunities.
• Parental leave and retirement plan with contributions.
• Paid volunteer time and charitable contribution matching.
• Access to mental health resources.
• Collaborative and inclusive work environment.
• Opportunities for professional growth and development.
• Competitive rewards package.