customer support
Posted 4 hours agoTechnical Support Representative, Tier 2 (Philippines Remote)
United StatesRemote
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Responsibilities
- Maintain consistent ticket quality, achieving the agreed-upon target for monthly reviews.
- Project work during quieter spells to improve team knowledge and processes.
- Ensure efficient transfer of information between Tier 1 and support leadership teams.
- Review top issues monthly for external education and ticket reduction.
- Champion customer centricity at all times, understanding when to push back on advice that does not meet our customer's expectations.
- Actively collaborate with team members on all tasks, projects and assignments to resolve complex issues.
- Be available to receive live daily calls, emails and chats to Triage, and action escalations from Tier 1.
Requirements
- Share your knowledge across the team through informal training and team meetings & stand-ups.
- Ability to manage multiple priorities and multi-task.
- Excel at developing and maintaining good working relationships between Tier 1, Tier 2, Product, Integrations, and Support Leadership teams.
- Bachelor’s Degree in Computer Science or equivalent work experience.
- Strong working knowledge of Windows and Mac OS.
- An understanding of multiple integration paths.
- In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs and known issues etc. Good technical writing skills, as you will sometimes need to communicate a case to technical teams outside of Technical Support.
- Desirable: An understanding of Learning Management Systems and how they interact with our service Past
- experience providing global technical and customer service support. Past
- experience in the education field and/or with educational technology products. Past
- experience in an omni channel contact center environment involving telephone, chat and email channels.
- Broad understanding of web technologies and Software as a Service (SasS).
Experience
- Qualifications Essential: 2 years of Customer Support Experience.
Benefits
- While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.
- Beyond compensation, you’ll
- In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges.
- Benefits Remote First Culture Health Care Coverage
- Competitive Paid Time Off Self-Care Days National Holidays
- Access to Modern Health (mental health platform) Parental Leave
Contact
- Additional Information Total Rewards @ Turnitin At Turnitin, we believe Total Rewards go far beyond pay.
Additional details
- Company Description When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education.
- For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world.
- Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.
- Protecting the value of an authentic education is at the heart of who we are.
- Experience a remote-first 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.
- Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.
- Job Description The Technical Support Representative, Tier 2 team assists the Tier 1 Support team by liaising between Support, Development, and Product teams.
- These experts are part of the technical leaders within the Assessment Delivery Operations and Support department (ADOS), providing regular feedback and updates on our client's issues with the product to both the internal ADOS Technical Support team and internal stakeholders.
- Similar to the Tier 1 team, the Tier 2 team works to establish if reported bugs are reproducible and create detailed escalations for Tier 3 by gathering logs and providing imperative information surrounding the issue.