At Turnitin, we are dedicated to promoting integrity in education. Our services help students improve their writing skills, while ensuring academic honesty and critical thinking. We provide educators with tools to detect plagiarism, engage students in the writing process, and offer personalized feedback. Our services are used by millions of students worldwide. We believe in collaboration, entrepreneurship, and a passion for education and technology. Join us and be a part of our mission!
As a Product Specialist, you will play a crucial role in providing world-class support to our clients. You will be responsible for responding to customer queries, both technical and non-technical, and triaging support cases. We are looking for a motivated individual with strong problem-solving and communication skills. This role requires the ability to manage multiple tasks in a fast-paced, team-oriented environment. If you are a self-starter who enjoys working with customers, this is the right role for you!
Responsibilities:- Provide proactive support for Turnitin products through email and occasionally phone, ensuring prompt problem resolution and optimal system performance
- Triage support cases and strive for first contact resolution or appropriate routing
- Communicate with integrity in all internal and external interactions
- Collaborate closely with the Global support team
- Show great attention to detail while handling support cases
- Build positive customer and cultural relationships
- Assist in translating, maintaining, and updating technical documentation
- Participate in team meetings and contribute insights about trends and issues
- Support other strategic initiatives as needed
- Bachelor's degree or a minimum of 2 years of experience in customer support
- Fluent in spoken and written English
- Ability to work on a rotational basis
- Strong problem-solving and communication skills
- Excellent computer skills and familiarity with the Internet
- Knowledge of Windows, Mac, or Linux operating systems
- Proficiency in Internet Explorer, Safari, Firefox, or Chrome browsers
- Comfortable following set processes and guidelines
- Proficient in Microsoft Office
- Excellent planning and organizational skills
- Ability to handle sensitive and confidential information with good judgment
- Familiarity with Learning Management Systems such as Blackboard, Moodle, and Canvas
- Familiarity with Salesforce
- Understanding of web technologies and Software as a Service (SaaS)
- Additional language skills
Total Rewards @ Turnitin
At Turnitin, we offer a comprehensive Total Rewards package. In addition to competitive pay, we provide generous time off and health and wellness programs. Our Remote-First approach allows for flexibility in work arrangements, whether remote or hybrid.
Equality Statement
At Turnitin, we believe in equal access to opportunities for all. We are committed to diversity and inclusion, and we do not discriminate based on race, color, national origin, gender, sexual orientation, gender identity, religion, disability, medical condition, genetic information, marital status, or veteran status.
Our Core Values
- Customer Centric: Putting educators and learners at the center of everything we do
- One Team: Collaborating effectively and celebrating each other's successes
- Global Mindset: Respecting local cultures and embracing diversity
- Accountability: Taking responsibility for actions and creating a high-performing environment
- Collaboration & Influencing: Communicating and cooperating effectively with others
- Integrity: Upholding integrity in our products, relationships, and work
Seeing Beyond the Job Ad
At Turnitin, we understand that no one can meet 100% of the job ad criteria. We encourage you to apply if you meet most of the requirements and are willing to learn and grow with us.
Turnitin, LLC is committed to equal access to programs, facilities, and employment for all individuals, regardless of race, color, national origin, gender, sexual orientation, gender identity, religion, disability, medical condition, genetic information, marital or veteran status, domestic partner status, AIDS or HIV status, height, weight, or association with members of a protected class.
