Customer Experience Advocate

1 day ago

Mandaluyong City, National Capital Region, Philippines beBeeTechnical Full time $50,000 - $85,000
Job Opportunity:

The Technical Support Representative, Tier 2 role is a crucial part of our Assessment Delivery Operations and Support department. Our team provides regular feedback and updates on client issues with the product to both internal teams and stakeholders.

As a member of this team, you will assist the Tier 1 Support team by liaising between Support, Development, and Product teams.

Our experts work closely together to establish if reported bugs are reproducible and create detailed escalations for Tier 3 engineers.

They act as an informal escalation point for questions from broader support teams about our products and provide proactive feedback to improve the support we deliver to 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.

Key Responsibilities:
  • Be available to receive daily calls, emails, and chats to triage and action escalations from Tier 1
  • Provide world-class technical support via telephone, email, and chat for Turnitin customers experiencing escalated technical issues
  • Maintain consistent ticket quality, achieving agreed-upon targets for monthly reviews
  • Proactively support users of our assessment products (administrators, instructors, teaching assistants, exam takers, and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction
  • Become a Subject Matter Expert on all Turnitin Assessment Products and services
  • Attend meetings with leadership teams to provide meaningful input from customers
  • Identify issues and trends with support leadership and Tier 3 teams to understand problems and opportunities
  • Share knowledge across the team through training and team meetings
  • Support the Quality and Knowledge team with training module creation
  • Act as a point of contact for shadowing new team members
  • Contribute to project work during quieter periods to improve team knowledge and processes
  • Prioritize escalated tickets for Tier 3 engineers
  • Ensure efficient transfer of information between Tier 1 and support leadership teams
  • Work closely with our Integration Team
Requirements:
  • Translate technical information into understandable explanations and terms for clients, teams, and other departments
  • Recognize situations requiring de-escalation or resolution
  • Consistently maintain effective communication with nearshore teams to enhance customer experiences
  • Manage multiple priorities and tasks effectively
  • Develop and maintain good working relationships between teams
  • Champion customer-centricity at all times, understanding when to push back on advice not meeting customer expectations
  • Collaborate actively with team members on tasks, projects, and assignments to resolve complex issues

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