Remote Technical Support Specialist — Tier 2 Escalations

Turnitin, Llc; Ciudad de México; A distancia; MXN 681.000 - 1.021.000; Jornada completa

Descripción de la vacante

Turnitin, Llc is seeking a Tier 2 Technical Support Representative to join a remote-first team. You will liaise between Support, Development, and Product, handling escalations, reproducing bugs, and preparing detailed information for Tier 3 engineers.

You will be the first internal point of contact for product questions, while ensuring high-quality customer support across education customers and administrators worldwide.

Formación

• 2 years of Customer Support Experience.
• Bachelor's Degree in Computer Science or equivalent work experience.
• Strong working knowledge of Windows and Mac OS.
• Understanding of Learning Management Systems and how they interact with our service.
• Experience in omni channel contact center environments (telephone, chat, email).

Responsabilidades

• Provide world-class technical support via telephone, email, and chat for Turnitin customers experiencing escalated technical issues.
• Triage and escalate issues from Tier 1, gathering logs and information for Tier 3.
• Maintain ticket quality and participate in monthly reviews.
• Collaborate with Product, Integrations, and Support Leadership to improve customer experience.
• Translate technical information into customer-friendly explanations for clients and internal teams.

Conocimientos

Customer support

Technical writing

Active listening

Collaboration

Problem solving

Educación

Bachelor's Degree in Computer Science

Herramientas

Windows

Mac OS

Learning Management Systems

Descripción del empleo

Turnitin, Llc is seeking a Tier 2 Technical Support Representative to join a remote-first team. You will liaise between Support, Development, and Product, handling escalations, reproducing bugs, and preparing detailed information for Tier 3 engineers.

You will be the first internal point of contact for product questions, while ensuring high-quality customer support across education customers and administrators worldwide.