Technical Support Representative, Triage - Remote

Overview

The Technical Support Representative plays a critical role in delivering world-class client support by responding to technical and non-technical customer queries, specifically focusing on the triage of support cases for local and global clients.

In Short

• Proactively support the Turnitin product line via email.
• Triage support cases efficiently for first contact resolution.
• Communicate with integrity in all interactions.
• Collaborate closely with the Global support team.
• Maintain great attention to detail on all support cases.
• Develop positive customer relations.
• Assist in updating technical documentation as needed.
• Participate in regular team meetings to discuss trends and issues.
• Support additional strategic initiatives as required.

Requirements

• Bachelor’s degree or 2 years of customer support experience.
• Fluent in spoken/written English.
• Able to thrive in a fast-paced environment.
• Excellent computer skills and internet familiarity.
• Knowledge of Windows, Mac, or Linux operating systems.
• Proficient in browsers like Internet Explorer, Safari, Firefox, and Chrome.
• Comfortable adhering to set processes.
• Proficient in Microsoft Office.
• Excellent planning and organizational skills.
• Ability to handle sensitive material with good judgement.

Benefits

• Remote-first culture.
• Health care coverage.
• Education reimbursement.
• Competitive paid time off.
• 4 self-care days per year.
• National holidays.
• Paid volunteer time.
• Monthly wellness reimbursement.
• Access to mental health platforms.
• Retirement plan with matching contributions.