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

Turnitinllc; Mexico; Remote; MXN 300,000 - 420,000; Full time

Benefits offered by this job

Remote First Culture

Health Care Coverage

Education Reimbursement

Competitive Paid Time Off

Self-Care Days

National Holidays

2 Founder Days + Juneteenth Observed

Paid Volunteer Time

Charitable contribution match

Monthly Wellness or Home Office Reimb.

Access to Modern Health

Job summary

Turnitin is seeking a dedicated Customer Support professional in Mexico to proactively resolve issues across email, phone, and live chat. You will collaborate with Engineering and Product Management on releases, maintain documentation, and foster strong customer relationships while handling sensitive information with discretion.

Weekend and off-hours work may be required. Ideal candidates bring a Bachelor's degree or equivalent experience, excellent English, and solid computer and office

Qualifications

• Bachelor's degree or equivalent experience in a customer support role.
• Fluent spoken/written English.
• Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure.
• Excellent computer skills.
• Knowledge of Windows, Mac, Linux.
• Strong knowledge of Microsoft Office products.
• Excellent planning and organizational skills.
• Ability to handle sensitive information with good judgment.
• Weekend work and early/late hours required.

Responsibilities

• Proactively support Turnitin product line via 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.

Skills

Customer support

Fluent English

Fast-paced environment

Independent worker

Planning & organizational skills

Excellent computer skills

LMS familiarity

Blackboard

Moodle

Canvas

D2L

SaaS understanding

Education

Bachelor's degree or equivalent experience

Tools

Windows

Mac

Linux

Microsoft Office

Job description

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.

Essential

• Bachelor's degree or applicant with experience working in a customer support role
• Fluent spoken/written English
• Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure.
• Excellent computer skills
• 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

Desirable

• 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.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• Self-Care Days
• 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*

* 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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