Technical Support Representative, Tier 1, Mexico Remote (For Pooling Only)

SmartRecruiters, Inc.; México; Hybrid; MXN 201,000 - 312,000; Full time

Benefits offered by this job

Remote-first culture

Health care coverage

Education reimbursement

Competitive Paid Time Off

Self-Care Days

Monthly Wellness reimbursement

Job summary

Turnitin seeks a Technical Support Representative, Tier 1, Mexico Remote. You will respond to technical and non-technical queries, working remotely in a fast-paced, customer-focused team. Strong problem-solving and communication skills are essential, with weekend and flexible hours expected.

You will collaborate with Engineering/Product teams and contribute to documentation while helping customers access and use Turnitin’s SaaS tools across platforms.

Qualifications

• Bachelor's degree or applicant with customer support experience.
• Ability to work in a fast-paced environment and manage multiple projects.
• Knowledge of Windows, Mac and Linux operating systems.
• Familiarity with LMS platforms such as Blackboard, Moodle, Canvas or D2L.

Responsibilities

• Proactively support the Turnitin product line via email, phone and live chat to resolve issues and ensure system performance.
• Coordinate with Engineering and Product Management on product issues and releases.
• Build positive customer relations and contribute to a collaborative culture.
• Assist in translating, maintaining, and updating technical documentation.

Skills

Customer support

Technical troubleshooting

Communication skills

Time management

Education

Bachelor's degree

Tools

Windows OS

Mac OS

Linux

Job description

Technical Support Representative, Tier 1, Mexico Remote (For Pooling Only)

• Full-time

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.

Experience a remote-first 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 Customer 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 comfortable working with internal and external customers.

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.
• 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 organizational skills
• Ability to work with sensitive and confidential material and possess excellent judgment
• Weekend work and early/late hours required
• 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

At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.

Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all 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: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.
• One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.
• Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.
• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• Self-Care Days
• 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 unleash your potential alongside us, join our team!

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