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Technical Support Representative, Tier 2 (Philippines Remote)

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Turnitin, LLC

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Manila
    Remote
  • Quick Apply

AI generated summary

  • You need 2 years of customer support experience, a degree in Computer Science or equivalent, strong OS knowledge, integration understanding, technical writing skills, coaching ability, and education field experience.
  • You will provide technical support through calls, emails, and chats, resolve escalated issues, maintain ticket quality, and collaborate with teams to enhance customer experience and knowledge.

Requirements

  • 2 years of Customer Support Experience
  • 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 & known issues, etc.
  • Good technical writing skills, as you will sometimes need to communicate a case to technical teams outside of Technical Support
  • Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts
  • Provide coaching to peers who share the same expert area
  • Be approachable, so that more junior members of the team come to you for guidance and support, especially with your expert area
  • 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)

Responsibilities

  • Be available to receive live daily calls, emails and chats to Triage, and action escalations from Tier 1
  • Provide world-class technical support via telephone, email, and chat for Turnitin customers experiencing escalated technical issues
  • Maintain consistent ticket quality, achieving the agreed-upon target for monthly reviews
  • Proactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer happiness
  • Become a Subject Matter Expert on all Turnitin Assessment Products and services
  • Attend Stand-Up meetings with support leadership teams to provide meaningful input from our customers
  • Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends
  • Share your knowledge across the team through informal training and team meetings & stand-ups
  • Supporting the Quality and Knowledge team with the creation of training modules
  • Point of contact for shadowing new Tier 2 team members
  • Project work during quieter spells to improve team knowledge and processes
  • Prioritize escalated tickets to the Tier 3 team
  • Ensure efficient transfer of information between Tier 1 and support leadership teams
  • Work closely with our Integrations Team
  • Review top issues monthly for external education and ticket reduction
  • Translate technical information into customer-friendly explanations and understandable terms for the Client, Technical Support Team and other departments at Tii
  • Recognizing situations that need to be de-escalated or resolved appropriately
  • Consistently maintain effective communication with nearshore teams to enhance the customer experience
  • 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
  • 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

FAQs

Do we support remote work?

Yes, this position is fully remote in the Philippines.

What will my main responsibilities be as a Tier 2 Technical Support Representative?

Your main responsibilities will include providing technical support to customers, collaborating with Tier 1 and Tier 3 teams, documenting bugs and escalations, conducting training and knowledge sharing, and maintaining ticket quality.

What are the qualifications required for this position?

The essential qualifications include 2 years of customer support experience, a Bachelor’s degree in Computer Science or equivalent work experience, and strong knowledge of Windows and Mac OS.

Is customer support experience required?

Yes, at least 2 years of customer support experience is an essential requirement for this role.

What type of technical knowledge do I need for this role?

You should have strong working knowledge of Windows and Mac OS, an understanding of multiple integration paths, and in-depth knowledge of how to configure integrations and troubleshoot known issues.

How can I contribute to the team’s knowledge base?

You can contribute by sharing your expertise during informal training sessions, participating in team meetings, and supporting the creation of training modules alongside the Quality and Knowledge team.

What does the team culture look like?

The team culture is collaborative, where you are encouraged to share knowledge, actively communicate with other teams, and support each other in solving complex issues.

Are there opportunities for growth in this role?

Yes, Turnitin promotes a culture of continuous learning and growth, providing opportunities for you to develop your skills and advance your career.

What benefits does Turnitin offer?

Turnitin offers a comprehensive Total Rewards package, including health care coverage, competitive paid time off, self-care days, education reimbursement, and other wellness programs.

Will I receive training for this role?

Yes, you will receive training and support from your peers and management to help you become a Subject Matter Expert on Turnitin products and services.

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Turnitin, LLC

We support educators and empower students around the world to do their best original work.

Technology
Industry
501-1000
Employees
1996
Founded Year

Mission & Purpose

Turnitin is a leading provider of academic integrity and writing improvement solutions. The company offers tools and services designed to detect plagiarism, enhance writing quality, and facilitate peer review processes. Turnitin's ultimate mission is to promote academic honesty and improve the quality of education by providing technologies that support educators and students in producing original work. Their purpose is to help institutions and individuals maintain high standards of integrity and academic excellence, ultimately contributing to the credibility and quality of scholarly and educational content.