Technical Support Representative (Shift Rotation)

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.

Job Description

Our Technical Support Representatives play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries.  The post will be assigned to triage of support cases for local and global clients.

We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Support Team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast-paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter who is comfortable working with internal and external customers.

Responsibilities 

Shift rotation - day/night/morning shifts (Mon-Fri 8am to 4pm, 4pm to 11pm, 11pm to - 8am, Weekends 3pm to 11pm)

• Ensuring excellent service standards and customer experience
• Resolving basic to complex support issues for customer inquiries received via omnichannel support (emails-tickets, live chat and calls)
• Ensuring customers' satisfaction
• Communicating with developers (and other departments) during investigation of client's cases reported on Jira
• QA - investigation/reproducing of client's issues
• Covering additional tasks on Demand
• Escalating requests and unresolved issues to the appropriate team members

Qualifications

Experience & Skills

Essential:

• Fluent English

• Fluent Ukrainian and Russian

• Excellent Communication skills

• Good typing skills

• Analytical & Research skill

Desirable

• Previous experience in customer support or sales will be a plus

If you are interested, please apply here.