Total 3 job vacancies by Turnitin, LLC

The primary focus of this role is leading a team of Technical Support Representatives as they assist Tier 1 Support to ensure the successful support of the Turnitin user base and the continuous improvement of team capabilities and performance.

Key Responsibilities and Outputs:

• Manage own time effectively to ensure that leadership duties are carried out, while also maintaining a reasonable volume of case work.
• Lead by example in case quality.
• 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 satisfaction.
• Become a Subject Matter Expert on all Turnitin Assessment Products and services while expanding knowledge on the Tii various product lines.
• Manage team performance individually and collectively, by agreeing on clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation and recognition.
• Ensure your team is following Turnitin’s operating procedures and collaborate with support leadership to drive solutions through  knowledge sharing.
• Enable the development of individual team members, delivering coaching and guidance as needed to enable them to achieve their full potential.
• Provide quality feedback to direct reports, based on output from the Quality and Knowledge team.
• Deliver regular 1-1’s to team members, providing structured feedback and guidance on areas for improvement.
• Collaborate with internal teams (e.g. BPO Operations, Tier 3, Product, Development, etc.) to improve customer experience.
• Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends.
• Review top issues monthly for external education and ticket reduction.
• Support the Quality and Knowledge team with the creation of training modules.
• Take part in recruitment activity for the team as required.
• Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team.
• Responsible for team scheduling to ensure that appropriate staffing is available 24x7 based on case arrival patterns and historical trends. 
• Manage queues for tickets and channels for customer interaction to ensure the team’s timely response and overall engagement. 
• Provide support with client escalations and incident response.
• Actively own and progress in personal development.
• Review top issues monthly for external education and ticket reduction.

This role will lead and direct the activities of the accounts receivable team. This individual will be responsible for ensuring that client billings are being issued timely, and customer collections are being followed up on regularly. The position requires a highly motivated  individual with a proven background in billing and collections. The position also requires a fundamental knowledge and experience with month end close procedures, controls, analytics, foreign currency issues, and effective management of people and processes.

This is a Global leadership position within a fast-growing, dynamic business and as such there will be an expectation that the individual appointed will have a genuine focus on continuous improvement and the gravitas to drive improvements across the Company’s key business processes. 

Responsibilities:

• Oversee all aspects of Accounts Receivable function including, billings,  application of cash to open receivables, reconciliation of billed A/R, customer collections, and optimizing cash flow.
• Oversee all aspects of the Billing function including managing contractual deadlines, reviewing invoices and revenue recognition.
• Communicate effectively with staff as well as the various departments that play a role in the Billing and A/R functions.
• Oversee the collections team, ensuring regular leadership reporting of aged receivables
• Ensure that all billings are generated and sent to customers timely.
• Oversee the reconciliation of Accounts Receivable related accounts such as: accounts receivable, unbilled receivables and bad debt. Identify and resolve potential general ledger versus project activity balance variances.
• Lead monthly meetings with the sales RVPs to ensure they have regular communications regarding their clients invoicing and past due amounts.
• Review and update the bad debt provision quarterly and adjust the audit memo annually.
• Review the monthly Accounts Receivable flux analysis for both P&L and BS, providing the final copy to the Controller.
• Leads process improvement initiatives, finding solutions to complex billing, revenue and accounts receivable issues.
• Assist with audit requests and special projects as assigned.
• Communicate and work alongside key stakeholders including FP&A.
• Be the key contact for the internal and external auditors to ensure real time collective support on approach to given matters.
• Develop and maintain the performance of the team directly and indirectly through Team Leaders, including recruiting, coaching, performance management and developing the team as is needed.
• Generate and provide revenue and AR reporting to leadership as required.
• Perform ad-hoc management related requests and analysis.

Working as a member of the Support Operations Team, this role will provide day-to-day support, maintenance and implementation of new features across multiple channels and brands in our Zendesk instance.  You will play a pivotal role in the ongoing success of our  Support Teams and the wider Customer Experience function through the implementation and ownership of customer focused processes, systems management and reporting, whilst promoting consistency and the adoption of best practice. You will work closely with key stakeholders to develop and refine workflows to meet the needs of both the Support Team and the wider Customer Experience team through accurate reporting and change management, with a customer centric lens on all of the work completed within the team.

Collaborating across multiple functions including our Systems, Engineering and Go to Market Teams, you will ensure we are able to report on the success of our Customer Experience teams, and keep customers informed of our system health via Status Page and degradation reporting.

Responsibilities: 
Maintenance and optimisation of Turnitin’s Zendesk instance

• Review Triggers, Automations, Views and Macro’s, ensuring that these are up to date, and retired as needed

• Build workflows include capturing relevant analytics that can be used for driving process improvement, measuring agent performance, and enhancing end-user experience

• Provide support for Zendesk end users internal to Turnitin when they have requests or service issues that they’re encountering

Work with Zendesk Support, Turnitin Systems Team and Third Party Vendors

• Work with Zendesk support as needed to understand any service issues, system needs and support requests that can’t be handled in house

• Perform upgrades and configurations as required on the different support channels offered through Zendesk including email and messaging

• Provide operations support within Zendesk, working through feature requests, updates, and maintenance of Zendesk

• Provide support for new feature deployments, internal testing, and rollout of changes across all departments

Management of Turnitin’s Zendesk account

• Audit user permissions on a monthly basis, ensuring that we are tracking against forecast on our flexible licensing model, and users who are not actively utilising their accounts are downgraded

• Review access requests for both agents and members of other teams across the business, ensuring that the correct roles are access are provided, without incurring unnecessary costs

• Partner with leadership and peers to develop and maintain Zendesk policies and processes, ensuring that Standard Operating Procedures are produced and maintained at a regular cadence.

Reporting

• Design, deliver and maintain technical monitoring reports and dashboards, across multiple systems, to ensure that our Support Teams and the wider Customer Experience organisation have the visibility to serve our customers in an informed and proactive manner

• Contribute to the P0 process and subsequent postmortem and degradation report activity, ensuring that customer impact analysis is available

• Ownership of public facing system monitoring tools (statuspage) from a Customer Experience perspective, always operating with a customer centric mentality