Technical Support Representative, Tier 1

🇲🇽In-Person - Mexico City, MexicoMX$180K–MX$240K/yri14h ago

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

Role Snapshot

Tier 1 Technical Support Representative providing world-class client support for Turnitin products by responding to customer queries via email, phone, and live chat. The role is critical to ensuring problem resolution, system access, and optimal performance for the product line.

Key Responsibilities: Proactively support Turnitin products primarily through email with occasional phone and live chat interactions, ensuring customer problem resolution and system performance. Coordinate with Engineering and Product Management on product issues, develop customer relations, and assist in maintaining technical documentation.

Skills & Tools: Strong problem-solving and communication abilities with the capacity 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: Background in technical support or customer service preferred; no specific education level explicitly stated. Self-starter mentality and ability to thrive in a team-oriented, fast-paced environment are essential.

Location: In-Person - Mexico City, Mexico

Compensation: MX$180K–MX$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.