Technical Support Representative - Tier 2

November 10

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Turnitin

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plagiarism prevention • automated assessment and scoring • online grading • writing instruction • educational technology

501 - 1000

Description

• Assist Tier 1 team by liaising between Support, Development, and Product teams. • Act as informal escalation point, provide proactive feedback to improve support. • Manage escalated technical issues, ensuring optimal system performance and customer happiness. • Become Subject Matter Expert on Turnitin Assessment Products and services. • Conduct training and shadowing for new Tier 2 team members. • Prioritize escalated tickets for Tier 3 team.

Requirements

• 2 years of Customer Support Experience • Bachelor’s Degree in Computer Science or equivalent work experience • Strong working knowledge of Windows and Mac OS • An understanding of multiple integration paths • In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues, etc. • Good technical writing skills, as you will sometimes need to communicate a case to technical teams outside of Technical Support • Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts • Provide coaching to peers who share the same expert area

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*