Technical Support Representative, Tier 1, Mexico Remote (For Pooling Only)

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.

Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

You will play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Customer 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 comfortable working with internal and external customers.

Responsibilities

Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance.; Coordinate closely with Engineering and Product Management on all product issues & releases; Develop positive customer and cultural relations.; Assist in the translation, maintenance, and updating of technical documentation associated with the product line.

Requirements

Bachelor’s degree or applicant with experience working in a customer support role; Fluent spoken/written English; Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure.; Excellent computer skills; Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux); A good understanding of Microsoft Office products; Excellent planning and organizational skills; Ability to work with sensitive and confidential material and possess excellent judgment; Weekend work and early/late hours required

Nice to have

Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L; Broad understanding of web technologies and Software as a Service (SaaS)

Benefits

Customer Centric: Our mission is focused on improving learning outcomes, we do this by putting educators and learners at the center of everything we do.; Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.; Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.; Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.; One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.; Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.; Remote First Culture; Health Care Coverage*; Education Reimbursement*; Competitive Paid Time Off; Self-Care Days; National Holidays*; 2 Founder Days + Juneteenth Observed; Paid Volunteer Time*; Charitable contribution match*; Monthly Wellness or Home Office Reimbursement/*; Access to Modern Health (mental health platform); Parental Leave*; Retirement Plan with match/contribution*