Technical Support Professional

1 day ago

General Santos, Soccsksargen, Philippines beBeeTechnical Full time $54,000 - $63,000
Technical Support Role

The Technical Support team assists by liaising between teams. These experts are part of the technical leaders, providing regular feedback and updates on issues with our products.

Armed with this knowledge, they act as an informal escalation point for any questions about our products. Liaising with other teams, they give proactive feedback to improve the support we deliver.

Key Responsibilities:

  • Provide world-class technical support via various channels for customers experiencing escalated technical issues
  • Maintain consistent ticket quality, achieving agreed-upon targets
  • Proactively support users of our products ensuring problem resolution, system access, and overall customer satisfaction
  • Become a Subject Matter Expert on all Turnitin Assessment Products and services
  • Attend meetings with support leadership teams to provide meaningful input from our customers
  • Identify issues and trends with our support leadership and other teams
  • Share knowledge across the team through informal training and team meetings
  • Support the Quality and Knowledge team with training module creation
  • Be a point of contact for new team members
  • Prioritize escalated tickets to other teams
  • Ensure efficient information transfer between teams

Skills:

  • Translate technical information into understandable terms for clients and other departments
  • Recognize situations that need de-escalation or resolution
  • Communicate effectively with nearshore teams
  • Manage multiple priorities and tasks
  • Develop good working relationships between teams
  • Champion customer centricity at all times
  • Collaborate with team members on complex issues

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