Escalations Specialist

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. You'll join our diverse community of colleagues who are all unified by a shared desire to make a difference in education. So come join us and begin the most gratifying next chapter of your career.

For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Our products are used by educational institutions and certification and licensing programs to uphold integrity and increase learning performance, and by students and professionals to do their best, original work. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, ProctorExam, and Ouriginal. 

Job Description

An Escalation Specialist is responsible for handling requests for escalation of Technical Support cases, to ensure timely and effective resolution. This role involves collaboration with various teams, including front-line support, go to market (GTM) teams, and customer onboarding, to address and resolve issues efficiently. Where appropriate, meetings with customers will be arranged to work through their concerns and offer a solution which restores their satisfaction with Turnitin. Case resolutions will be shared with Client Success Managers (CSM) or Account Managers to aid with customer retention.

Key Responsibilities and Outputs

• Handle escalations from internal stakeholders across the business and within the Support organization.
• Adherence to the Escalation processes and best practices for handling escalations to improve customer satisfaction.
• Working efficiently to respond to escalations, while delivering best in class customer service.
• Develop knowledge of our products and processes to effectively address escalations.
• Identify opportunities for process improvements in collaboration with Escalation Manager to enhance the
• efficiency of issue resolution.
• Prioritize and address customer escalations.
• Ensure detailed investigations into customers support history is conducted
• Create documentation for common escalations, including resolution procedures.
• Develop awareness of high value or strategically important customers across Turnitin.
• Conduct customer outreach and conduct zoom video where needed to address escalated issues.
• Collaborate where appropriate with the wider Technical Support team to expedite resolutions.
• Conduct CSAT review and customer follow-up with negative responses.
• Facilitate effective communication within the team, ensuring that information, updates, and best practices are shared among T1 and T2 where appropriate.
• Monitor extended customer calls by Technical Support Representatives to determine if barge or assistance is
• needed and respond accordingly.
• Actively progress in personal and professional development.
• Inform GTM team of escalation resolutions.
• Report inappropriate escalations to the Escalation Manager.

Work Hours:
9:00 AM – 6:00 PM (BST, UK Time)

Qualifications

Essential:

• Experience with successfully handling customer escalations
• Track record of turning around negative customer experiences
• Ability to clearly document processes, issues and resolutions.
• In depth knowledge of Turnitin's Products
• Interdepartmental collaboration skills
• Track record of achieving personal metrics
• Strong time management skills
• Understand how Turnitin's values impact our customers.
• Excellent written and verbal communication skills
• Strong organizational and analytical skills
• Proven experience of working in a high paced

Personal attributes:

• Action-oriented mindset
• Passion for education
• Passion for excellent customer and user experience
• Ability to work in a fast-paced environment, manage multiple priorities & projects
• Ability to work independently and perform under pressure
• Broad knowledge of online software and relevant technologies
• Commercial awareness and understanding of the education sector (specifically online/e-assessment)
• Excellent interpersonal skills with an ability to form effective working relationships with both

Additional Information

Our Mission
is to ensure the integrity of global education and meaningfully improve learning outcomes. 

Our Values
underpin everything we do.

• 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 Turnitin. 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.

Seeing Beyond the Job Ad
At Turnitin, 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  

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.