DUTIES and 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
People skills:
- 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
QUALIFICATIONS:
- 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
BENEFITS:
- Competitive Salary and benefits
- Permanent Remote Job
- Willing to work US Hours or Night Shift schedule
