Technical Support Representative, Tier 1

🇲🇽In-Person - Mexico City, MexicoMX$180K–MX$240K/yri3d ago

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

Role Snapshot

Tier 1 Technical Support Representative providing world-class customer support for Turnitin's product line. This role is critical to ensuring customer satisfaction, system performance, and positive client relations.

Key Responsibilities: Respond to 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 and releases. Maintain and update technical documentation, assist with translations, and proactively support system access and optimal performance.

Skills & Tools: Strong problem-solving and communication abilities with the capacity to manage multiple tasks simultaneously in a fast-paced environment. Technical aptitude or customer support background required; bilingual capabilities (Spanish/English) preferred given Mexico location.

Qualifications: Technical or customer support background required; self-motivated individual comfortable working with internal and external customers. No specific degree requirement stated, though technical literacy and customer service experience 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 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.