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Jobs in Philippines   »   Jobs in Manila   »   Information Technology Job   »   Technical Support Representative, Triage (Philippines, Remote)
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Technical Support Representative, Triage (Philippines, Remote)

Turnitin, LLC

Turnitin, LLC company logo

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, 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.
  • 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.

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