Remote Otter LogoRemoteOtter

Technical Support Representative, Triage - Remote

Posted 2 days ago

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.

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