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

Turnitin, LLC; United States; Remote; USD 13,000 - 19,000; Full time

Benefits offered by this job

Remote work

Job summary

Turnitin, LLC is seeking a remote Tier 1 technical support specialist based in Mexico City. You will be the first point of contact for educational technology customers, handling inquiries via chat, email, or phone and resolving basic issues across the product suite.

Ideal candidates are fluent in English and Spanish, with a customer-service mindset and the ability to learn software in depth. This pooling requisition supports future openings within the Customer Experience team.

Qualifications

• Based in Mexico and eligible to work remotely in Mexico City.
• Strong written and spoken English and Spanish.
• Comfort learning software and translating technical concepts.
• Patience with high-volume inquiries.

Responsibilities

• Respond to inbound inquiries via chat, email, or phone as the first contact.
• Diagnose and resolve common technical issues; escalate complex cases.
• Document interactions, troubleshooting steps, and resolutions in the support system.
• Surface recurring issues and feedback to the Customer Experience team.

Skills

Bilingual English-Spanish

Customer service

Remote readiness

Job description

Role overview

A remote, Tier 1 technical support role based in Mexico City, working with customers of an educational technology software platform. The position is listed as a pooling requisition, meaning candidates are being gathered for future openings rather than an immediate hire. Day-to-day work centers on responding to customer questions and resolving first-line technical issues across the product suite.

Responsibilities

• Respond to inbound customer inquiries through chat, email, or phone as the first point of contact.
• Diagnose and resolve common technical issues, escalating complex cases to higher tiers when needed.
• Document customer interactions, troubleshooting steps, and resolutions in the support system.
• Help surface recurring issues and customer feedback to the broader Customer Experience team.

Requirements

• Based in Mexico and eligible to work remotely in a Mexico City-based support operation.
• Strong written and verbal communication skills in English and Spanish.
• Comfort learning a software product in depth and translating technical concepts for non-technical users.
• Customer-service orientation and patience when handling high-volume inquiries.

Nice to have

• Prior experience in a customer support, help desk, or technical support role.
• Familiarity with educational technology, learning management systems, or academic software.
• Experience working in remote-first or distributed support teams.

Benefits and work setup

• Remote role based in Mexico City, with the team operating in a Customer Experience department of a software company.