Technical Support Representative, Tier 1 (USA Remote)

About the position

When you join Turnitin, you’ll be integrated into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. In this role, you will play a critical part in delivering world-class client support, responding to both technical and non-technical customer queries. We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Customer Support team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast-paced, team-oriented environment and have the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter who is comfortable working with internal and external customers.

Responsibilities
• Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance.
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• Coordinate closely with Engineering and Product Management on all product issues & releases.
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• Develop positive customer and cultural relations.
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• Assist in the translation, maintenance, and updating of technical documentation associated with the product line.
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• Support other strategic initiatives as needed.

Requirements
• Bachelor’s degree or experience working in a customer support role.
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• Fluent spoken/written English.
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• Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure.
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• Excellent computer skills.
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• Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux).
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• A good understanding of Microsoft Office products.
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• Excellent planning and organizational skills.
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• Ability to work with sensitive and confidential material and possess excellent judgement.

Nice-to-haves
• Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L.
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• Broad understanding of web technologies and Software as a Service (SaaS).

Benefits
• Remote First Culture
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• Health Care Coverage
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• Education Reimbursement
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• Competitive Paid Time Off
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• 4 Self-Care Days per year
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• National Holidays
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• 2 Founder Days + Juneteenth Observed
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• Paid Volunteer Time
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• Charitable contribution match
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• Monthly Wellness or Home Office Reimbursement
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• Access to Modern Health (mental health platform)
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• Parental Leave
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• Retirement Plan with match/contribution