Technical Support Representative, Tier 1

🇵🇭In-Person - Manila, Philippines₱180K–₱240K/yriJust now

K-12 Support Customer Support Technical Support Customer Success Product Support Client Relations

Role Snapshot

Tier 1 Technical Support Representative for TurnItIn's product line, responsible for delivering world-class client support by responding to technical and non-technical customer queries via email, phone, and live chat. The role is critical to ensuring problem resolution, system access, and optimal performance for customers.

Key Responsibilities: Proactively support the TurnItIn product line primarily via email (sometimes phone and live chat), ensuring problem resolution and optimal system performance. Coordinate with Engineering and Product Management on product issues and releases, develop customer relations, and assist in maintaining technical documentation.

Skills & Tools: Strong problem-solving, communication, and customer service skills with ability to manage multiple tasks simultaneously in a fast-paced environment. Technical support background and proficiency with internal and external customer interaction required.

Qualifications: Technical or customer support background preferred; self-motivated individual with ability to thrive in team-oriented environment. No specific formal education requirement stated, though strong written and verbal communication skills essential.

Location: In-Person - Manila, Philippines

Compensation: ₱180K–₱240K/yr (estimated)

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Job Description

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.

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.