Technical Support Representative, Tier 1 (UK Remote)

Turnitin, LLC; Newcastle upon Tyne; Remote; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company that is a leader in the education sector as a Technical Support Representative. This role offers the opportunity to work in a remote-centric culture, where you will provide essential support to clients and ensure optimal product performance. You will thrive in a collaborative environment, utilizing your problem-solving skills to address customer inquiries and enhance their experience. With a commitment to integrity and continuous learning, this innovative firm values its employees and offers a comprehensive rewards package that prioritizes well-being and professional growth.

Benefits

Health Care Coverage

Education Reimbursement

Competitive Paid Time Off

Self-Care Days

National Holidays

Charitable Contribution Match

Wellness Reimbursement

Mental Health Platform Access

Retirement Plan with Match

Qualifications

• Strong problem-solving and communication skills required.
• Experience in a fast-paced customer support environment.

Responsibilities

• Provide technical support primarily via email and live chat.
• Coordinate with Engineering on product issues and releases.

Skills

Problem Solving

Communication Skills

Customer Support

Technical Support

Organizational Skills

Education

Bachelor's Degree

Experience in Customer Support

Tools

Windows

Mac

Linux

Microsoft Office

Learning Management Systems

Job description

Technical Support Representative, Tier 1 (UK Remote)

• Full-time

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.

Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

You will play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries.

We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Product Specialist 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.

Shift: 11:00 - 19:30 GMT

Shift pattern: Tues - Sat (Days off Sunday + Monday)

Responsibilities:

• Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance.
• Coordinate closely with Engineering and Product Management on all product issues & releases
• Develop positive customer and cultural relations.
• Assist in the translation, maintenance, and updating of technical documentation associated with the product line.
• Support other strategic initiatives as needed.
• Bachelor’s degree or applicant with experience working in a customer support role.
• Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure.
• Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux)
• A good understanding of Microsoft Office products.
• Excellent planning and organisational skills.
• Ability to work with sensitive and confidential material and possess excellent judgement.
• Shift: 11:00 - 19:30 GMT;Shift pattern: Tues - Sat (Days off Sunday + Monday)
• Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L.
• Broad understanding of web technologies and Software as a Service (SaaS).

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being.

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.
• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Retirement Plan with match/contribution*

* varies by country

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.