Technical Support and Customer Experience Professional

The role of Technical Support Specialist is a key position within our Assessment Delivery Operations and Support department (ADOS). This team assists the Tier 1 Support team by liaising between Support, Development, and Product teams.

As part of the technical leaders within ADOS, the Technical Support Specialists provide regular feedback and updates on client issues with our product to both the internal ADOS Technical Support team and internal stakeholders.

They 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 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 team members, they report issues and identify bugs for escalation to our Tier 3 engineers.

• 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 ensuring problem resolution, system access, optimal system performance, and overall customer happiness
• Become a Subject Matter Expert on all Turnitin Assessment Products and services
• Attend Stand-Up meetings with support leadership teams to provide meaningful input from our customers
• Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends
• Share knowledge across the team through informal training and team meetings & stand-ups
• Support the Quality and Knowledge team with the creation of training modules
• Point of contact for shadowing new 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 support leadership teams
• Work closely with our Integrations Team
• Review top issues monthly for external education and ticket reduction

• Translate technical information into customer-friendly explanations and understandable terms for clients and other departments
• Recognizing situations that need to be de-escalated or resolved appropriately
• Consistently maintain effective communication with nearshore teams to enhance the customer experience
• Ability to manage multiple priorities and multi-task
• Excel at developing and maintaining good working relationships between Tier 1, Tier 2, Product, Integrations, and Support Leadership teams
• Champion customer centricity at all times, understanding when to push back on advice that does not meet our customer's expectations
• Actively collaborate with team members on all tasks, projects and assignments to resolve complex issues

We offer a competitive benefits package including health care coverage, education reimbursement, paid time off, self-care days, national holidays, paid volunteer time, charitable contribution match, monthly wellness or home office reimbursement, access to modern health, parental leave, and retirement plan with match/contribution.

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
• Integrity - We believe integrity is the heartbeat of our company. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership - We have a bias toward action and empower teammates to make decisions.
• One Team - We strive to break down silos, collaborate effectively, and celebrate each other's successes.
• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.