Technical Support Representative, Triage - Remote

Overview

The Technical Support Representative plays a critical role in delivering world-class client support, responding to both technical and non-technical customer queries, and triaging support cases for local and global clients.

In Short

• Proactively support Turnitin products primarily via email.
• Triage support cases in a timely manner.
• Maintain integrity in communications.
• Collaborate with the Global support team.
• Ensure attention to detail in case handling.
• Develop positive customer relations.
• Assist with technical documentation updates.
• Participate in team meetings and report trends.
• Support strategic initiatives as needed.

Requirements

• Bachelor’s degree or 2 years of customer support experience.
• Fluent spoken/written English.
• Ability to work in a fast-paced environment.
• Excellent computer skills and internet familiarity.
• Knowledge of Windows, Mac, or Linux OS.
• Proficient in major web browsers.
• Comfortable following set processes.
• Proficient in Microsoft Office.
• Excellent planning and organizational skills.
• Ability to handle sensitive materials with judgement.

Benefits

• Remote-first culture.
• Health care coverage.
• Education reimbursement.
• Generous paid time off.
• Self-care days.
• Paid volunteer time.
• Retirement plan with match.
• Access to mental health resources.
• Parental leave.