Technical Expert for Turnitin Products

1 day ago

Province of Palawan, Mimaropa, Philippines beBeeTechnical Full time $60,000 - $75,000

The Technical Support Representative role plays a pivotal part in ensuring seamless customer experiences with Turnitin products.

Key Responsibilities and Outputs:
  • Collaborate with support teams to identify and resolve technical issues efficiently
  • Deliver top-notch technical assistance via various channels, prioritizing customer satisfaction
  • Maintain accurate ticket quality standards, adhering to monthly review targets
  • Serve as a subject matter expert for all Turnitin Assessment Products and services, fostering expertise within the team
  • Engage with support leadership teams through regular meetings to provide valuable insights from customers
  • Proactively recognize and report trends and issues to support leadership and tier 3 teams
  • Promote knowledge sharing across the team through informal training sessions and team meetings
  • Support the Quality and Knowledge team in creating comprehensive training modules
  • Assist new Tier 2 team members in their onboarding process
  • Contribute to project work during quieter periods, enhancing team knowledge and processes
  • Effectively prioritize escalated tickets for the Tier 3 team
  • Ensure smooth information transfer between Tier 1 and support leadership teams
  • Collaborate closely with the Integrations Team
  • Review and analyze top issues monthly to inform external education and ticket reduction strategies

Essential Skills: Exceptional problem-solving skills, Strong communication abilities, Proficient in technical support software, Ability to work independently and collaboratively, Proactive approach to issue resolution, Strong analytical skills, Familiarity with turnitin assessment products.

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