Platinum Support Specialist

TurnItIn

🇵🇭In-Person - Manila, Philippines₱240K–₱360K/yri2w ago

K-12 Support Customer Support Technical Support Account Management Customer Success Exam Proctoring

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Role Snapshot

Platinum Support Specialist provides world-class customer service to Premium and Non-Premium institutions using Turnitin's Assessment Delivery products. The role focuses on technical support, customer satisfaction, and product expertise for ExamSoft and ProctorExam platforms.

Key Responsibilities: Handle technical and non-technical customer queries via multiple channels (phone, chat, email, forms) within established response times while proactively supporting administrators, instructors, exam takers, and proctors. Coordinate with Tier 2, Client Success, Engineering, and Product Management teams on product issues, releases, and user onboarding initiatives.

Skills & Tools: Strong technical troubleshooting abilities and expertise in ExamSoft and ProctorExam products, combined with excellent communication skills and customer service orientation. Ability to manage domestic and international customer relationships while working collaboratively across departments.

Qualifications: Not explicitly stated in the job description. Typically requires customer support or technical support experience with demonstrated knowledge of educational technology platforms or assessment delivery systems.

Location: In-Person - Manila, Philippines

Compensation: ₱240K–₱360K/yr (estimated)

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Job Description

The Platinum Support team works with our Turnitin Assessment Delivery team to provide world-class customer service to Premium and Non-Premium Support member institutions, exam takers and proctors. The Platinum Support Specialist will help grow customer usage of products, ensure satisfaction with the products, and provide bespoke Premium support services.

Responsible for handling technical and non-technical customer queries via telephone, chat, email and online forms within established response times.
Proactively support users of the ExamSoft and ProctorExam products (administrators, instructors, teaching assistants, exam takers and proctors ensuring problem resolution, system access, optimal system performance, and overall customer happiness.
Become a Subject Matter Expert on all ExamSoft and ProctorExam products and services.
Coordinate closely with other departments including but not limited to Tier 2, Client Success Management, Engineering, Product Management, on all product issues & releases, as well as on new user onboarding initiatives.
Be part of our newly created Bench Team
Develop and maintain positive customer relationships with domestic and international customers while striving to provide exceptional customer service on every interaction with every customer.