Technical Support Representative, Tier 1

🇵🇭In-Person - Manila, Philippines₱240K–₱360K/yri7h ago

K-12 Support Customer Support Technical Support Customer Success Product Support Tier 1 Support

Role Snapshot

Tier 1 Technical Support Representative providing world-class customer support for the Turnitin product line through email, phone, and live chat. The role is critical to ensuring problem resolution, system access, and optimal customer satisfaction in a remote Philippines-based position.

Key Responsibilities: Respond to technical and non-technical customer queries via email, phone, and live chat, ensuring timely problem resolution and system performance. Coordinate with Engineering and Product Management on product issues, maintain technical documentation, and develop positive customer relationships.

Skills & Tools: Very strong problem-solving and communication skills with the ability to manage multiple tasks simultaneously in a fast-paced environment. Technical or customer support background required with a self-motivated, team-oriented approach to internal and external customer interactions.

Qualifications: Technical or customer support background preferred. Self-starter with demonstrated ability to thrive in fast-paced, team-oriented environments and manage competing priorities.

Location: In-Person - Manila, Philippines

Compensation: ₱240K–₱360K/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 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.