Global Technical Support Professional

The Technical Support Representative, Tier 2 team assists the Tier 1 Support team by liaising between Support, Development, and Product teams. These experts are part of the technical leaders within the Assessment Delivery Operations and Support department (ADOS), providing regular feedback and updates on our client's issues with the product to both the internal ADOS Technical Support team and internal stakeholders.

Armed with this knowledge, these experts act as an informal escalation point for any questions the broader support may have about our products. Liaising with Tier 3, they give proactive feedback and input to Product, Internal Support, and Quality and Knowledge teams to improve the support we deliver to our customers.

This role explicitly provides a high level of responsibility, being the first internal point of contact on our products and a Technical Support representative for customers externally and colleagues internally. Together with their fellow Tier 2 colleagues, they report issues and identify bugs for escalation to our Tier 3 engineers.

Key Responsibilities and Outputs:

• Be available to receive live daily calls, emails and chats to Triage, and action escalations from Tier 1
• Provide world-class technical support via telephone, email, and chat for customers experiencing escalated technical issues
• Maintain consistent ticket quality, achieving the agreed-upon target for monthly reviews
• Proactively support users of our products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer happiness
• Become a Subject Matter Expert on all our Assessment Products and services
• Attend Stand-Up meetings with leadership teams to provide meaningful input from our customers
• Be the first to identify issues and trends with our leadership and tier 3 teams to understand issues/trends
• Share your knowledge across the team through informal training and team meetings & stand-ups
• Supporting the Quality and Knowledge team with the creation of training modules
• Point of contact for shadowing new Tier 2 team members
• Project work during quieter spells to improve team knowledge and processes
• Prioritize escalated tickets to the Tier 3 team
• Ensure efficient transfer of information between Tier 1 and leadership teams
• Work closely with our Integrations Team
• Review top issues monthly for external education and ticket reduction

Essential:

• 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.
• Good technical writing skills, as you will sometimes need to communicate a case to technical teams outside of Technical Support
• Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts
• Provide coaching to peers who share the same expert area
• Be approachable, so that more junior members of the team come to you for guidance and support, especially with your expert area

Desirable:

• An understanding of Learning Management Systems and how they interact with our service
• Past experience providing global technical and customer service support
• Past experience in the education field and/or with educational technology products
• Past experience in an omni-channel contact center environment involving telephone, chat and email channels
• Broad understanding of web technologies and Software as a Service (SaaS)

We maintain a competitive benefits package, including health care coverage, education reimbursement, paid time off, self-care days, national holidays, volunteer time, charitable contribution match, wellness and home office reimbursement, and access to mental health resources.

Turnitin is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.