Technical Support Representative, Tier 1

🇵🇭In-Person - Manila, Philippines₱240K–₱360K/yri6h ago

K-12 Support Customer Support Technical Support Customer Success Product Support Troubleshooting

Role Snapshot

Tier 1 Technical Support Representative providing world-class client support for Turnitin's product line through email, phone, and live chat. The role is critical to ensuring optimal system performance and positive customer relations.

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

Skills & Tools: 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 self-motivation and ability to work effectively with internal and external customers.

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

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.