Technical Support Specialist

4 days ago

Manila, National Capital Region, Philippines beBeeTechnical Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team. This role involves providing top-notch support to clients, troubleshooting technical issues, and collaborating with the wider support team to deliver excellent customer service.

About the Role
  • This is a remote-centric position, requiring you to work from home or other designated locations.
  • You will be working in a fast-paced environment, responding to customer queries, and resolving technical issues in a timely manner.
Key Responsibilities
  1. Proactively support Turnitin's product line via email, ensuring problem resolution, system access, and optimal system performance.
  2. Triage all cases that are raised with product support, achieving first contact resolution where possible or routing the case accordingly.
  3. Act with integrity throughout all internal and external communications.
  4. Coordinate closely with the Global Support Team in a collaborative manner.
  5. Ensure great attention to detail on all support cases handled.
  6. Develop positive customer and cultural relations.
  7. Assist in maintaining and updating technical documentation associated with the product line when required.
  8. Participate in regular team meetings, bringing observations of potential trends and issues to light.
Requirements
  • Bachelor's degree or minimum 2 years experience in a customer support role.
  • Fluent spoken/written English.
  • Ability to work in a fast-paced environment, quickly understand customer requests, set priorities, work independently, and perform under pressure.
  • Excellent computer skills and familiarity with the Internet.
  • Knowledge of one or more operating systems (Windows, Mac, Linux).
  • Familiarity with one or more web browsers (Internet Explorer, Safari, Firefox, Chrome).
  • Comfortable following set processes and not deviating from guidance provided.
  • Proficient in Microsoft Office.
  • Excellent planning and organisational skills.
  • Ability to work with sensitive and confidential material and possess excellent judgement.
Benefits
  • Remote First Culture.
  • Health Care Coverage.
  • Education Reimbursement.
  • Competitive Paid Time Off.
  • 4 Self-Care Days per year.
  • National Holidays.
  • 2 Founder Days + Juneteenth Observed.
  • Paid Volunteer Time.
  • Charitable contribution match.
  • Monthly Wellness or Home Office Reimbursement.
  • Access to Modern Health (mental health platform).
  • Parental Leave.
  • Retirement Plan with match/contribution.
What We Offer

We recognize it's unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you're willing to learn and evolve alongside us, join our team.

Equal Employment Opportunity

Turnitin, LLC 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.

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