Product Specialists play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. The post will be assigned to triage of support cases for local and global clients.
We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Product Support Team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter who is comfortable working with internal and external customers.
Responsibilities:
Proactively support the Turnitin product line via primarily email, (sometimes phone), ensuring problem resolution, system access, and optimal system performance.
Triage all cases that are raised with product support in a timely manner, achieving a first contact resolution where possible or routing the case accordingly.
Act with integrity throughout all internal and external communications
Coordinate closely with the wider Global support team in a collaborative manner.
Ensure that a great attention to detail is apparent on all support cases handled
Develop positive customer and cultural relations.
Assist in the translation, maintenance, and updating of technical documentation associated with the product line when required.
Participate in regular team meetings, bringing observations of potential trends and issues to light
Support other strategic initiatives as needed.
