Technical Support Representative, Triage

Technical Support Representative, Triage (Philippines Remote) Company Description When you join Turnitin, you’ll be welcomed into a company that is a recognized innovator in the global education space. For more than 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Turnitin products are used by educational institutions and certification and licensing programs to uphold integrity and increase learning performance, and by students and professionals to do their best, original work. 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. Job Description 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 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 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. Essential Qualifications Bachelor’s degree or a minimum of 2 years experience working in a customer support role. Fluent spoken/written English. Ability to work in a fast‑paced environment, quickly understand customer requests, set priorities, work independently, and perform under pressure. Excellent computer skills and familiarity with the Internet. Knowledge of one or more Operating Systems (Windows, Mac, Linux). Proficiency in one or more browsers (Internet Explorer, Safari, Firefox, Chrome). Comfortable following set processes and not deviating from guidance provided. Proficient in Microsoft Office. Excellent planning and organisational skills. Ability to work with sensitive and confidential material and possess excellent judgement. Desirable Qualifications Familiarity with Learning Management Systems such as Blackboard, Moodle and Canvas. Familiarity with Zendesk. Broad understanding of web technologies and Software as a Service (SaaS). Any additional language skills would be highly beneficial. Additional Information & Benefits Total Rewards go far beyond pay. In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote‑first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well‑being. Global Benefits include 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. Turnitin, LLC is committed to equal access and non‑discrimination for all qualified applicants under federal, state and local law. #J-18808-Ljbffr