Technical Support Representative, Tier 1

🇵🇭In-Person - Manila, Philippines₱240K–₱360K/yri3h ago

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

Role Snapshot

Tier 1 Technical Support Representative providing world-class customer support for the Turnitin product line through multiple channels (email, phone, live chat). The role is critical to ensuring customer satisfaction, system performance, and positive client relations.

Key Responsibilities: Respond to and resolve technical and non-technical customer queries via email, phone, and live chat; coordinate with Engineering and Product Management on product issues and releases; assist in translating, maintaining, and updating technical documentation.

Skills & Tools: Strong problem-solving and communication abilities; customer support experience; ability to manage multiple tasks simultaneously in a fast-paced environment; self-motivation and ability to work effectively with internal and external customers.

Qualifications: Technical or customer support background required; self-starter with demonstrated ability to thrive in team-oriented environments. No specific education level stated in job description.

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.