Company Description:
- Turnitin is an education partner that promotes integrity in education and helps students improve their writing skills.
- With services used by millions of students worldwide, Turnitin is dedicated to preventing plagiarism, engaging students, and providing personalized feedback.
- The company is headquartered in Oakland and has international offices in the UK, Netherlands, Australia, Korea, and Latin America.
- Turnitin values individuals who are passionate about education and technology, collaborative, and entrepreneurial, and offers great benefits and inspiring work.
Job Description:
- Product Specialists play a crucial role in providing world-class support to clients and addressing their technical and non-technical queries.
- This role involves triaging support cases for both local and global clients.
- We are looking for self-motivated individuals with technical or customer support backgrounds, strong problem-solving and communication skills, and the ability to work in a fast-paced, team-oriented environment.
- The ideal candidate should be comfortable working with both internal and external customers.
Responsibilities:
- Proactively support the Turnitin product line primarily via email, ensuring problem resolution, system access, and optimal performance.
- Triage support cases in a timely manner and aim for first contact resolution or escalate as needed.
- Maintain integrity in all communications, both internal and external.
- Collaborate closely with the global support team.
- Pay great attention to detail in handling support cases.
- Foster positive customer and cultural relations.
- Assist in translating, maintaining, and updating technical documentation.
- Participate in team meetings and bring up potential trends and issues.
- Support other strategic initiatives as required.
Qualifications:
Essential:
- Bachelor's degree or minimum 2 years of experience in a customer support role.
- Fluent in spoken and written English.
- Ability to work on a rotational basis.
- Strong ability to work in a fast-paced environment, prioritize tasks, work independently, and perform under pressure.
- Excellent computer skills and familiarity with the Internet.
- Knowledge of one or more operating systems (Windows, Mac, Linux).
- Proficiency in one or more browsers (Internet Explorer, Safari, Firefox, Chrome).
- Comfortable following set processes and guidelines.
- Proficient in Microsoft Office.
- Excellent planning and organizational skills.
- Ability to handle sensitive and confidential information with excellent judgment.
Desirable:
- Familiarity with Learning Management Systems such as Blackboard, Moodle, and Canvas.
- Familiarity with Salesforce.
- Broad understanding of web technologies and Software as a Service (SaaS).
- Additional language skills would be beneficial.
Additional Information:
- Turnitin offers a competitive Total Rewards package that goes beyond regular pay, including generous time off and health and wellness programs.
- The company promotes equality and provides equal access to programs, facilities, and employment, regardless of race, color, national origin, age, gender, sexual orientation, disability, or veteran status.
- Turnitin values customer centricity, teamwork, a global mindset, accountability, collaboration, and integrity.
- Candidates are encouraged to apply even if they don't meet all the criteria, as the company recognizes that skills evolve over time.
- Turnitin is committed to diversity and inclusion, ensuring equal opportunities for everyone.
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