Technical Support Representative

2 weeks ago

Porac, Philippines beBeeCustomerCentric Full time $45,000 - $65,000
Job Description

The Technical Support Representative role plays a pivotal part in the delivery of exceptional customer experiences. As an integral member of our Assessment Delivery Operations and Support department, you will be responsible for providing world-class technical support to our customers via telephone, email, and chat.

Key Responsibilities:

  • Be available to receive live daily calls, emails and chats to Triage, and action escalations from Tier 1
  • Provide proactive feedback and input to Product, Internal Support, and Quality and Knowledge teams to improve the support we deliver to our customers
  • Maintain consistent ticket quality, achieving the agreed-upon target for monthly reviews
  • 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 happiness

Requirements:

  • 2 years of Customer Support Experience
  • Bachelor's Degree in Computer Science or equivalent work experience
  • Strong working knowledge of Windows and Mac OS
  • An understanding of multiple integration paths
  • In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues, etc.
Benefits
  • Competitive Paid Time Off
  • 4 Self-Care Days per year
  • National Holidays
  • Paid Volunteer Time
  • Charitable contribution match
  • Monthly Wellness or Home Office Reimbursement
  • Access to Modern Health (mental health platform)
  • Parental Leave

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