Technical Support Representative Tier 1

🇵🇭In-Person - Manila, Philippines₱180K–₱240K/yri2d 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 Turnitin products via email, phone, and live chat. This role is critical to ensuring customer satisfaction, system access, and optimal product performance.

Key Responsibilities: Respond to technical and non-technical customer queries primarily through email with occasional phone and live chat support. Coordinate with Engineering and Product Management on product issues, maintain technical documentation, and develop positive customer relations.

Skills & Tools: Strong problem-solving and communication skills with ability to manage multiple tasks simultaneously in a fast-paced environment. Technical or customer support background required with self-starter mentality and ability to work with internal and external customers.

Qualifications: Technical or customer support background required; specific education level not stated. Self-motivated individual comfortable in team-oriented environments with proven ability to handle customer-facing support roles.

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 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.