Technical Support Representative, Tier 1

🇲🇽In-Person - Mexico City, MexicoMX$216K–MX$288K/yri1h ago

K-12 Support Customer Support Technical Support Customer Success Support Operations Client Relations

Role Snapshot

Technical Support Representative, Tier 1 role providing world-class client support for Turnitin products through multi-channel communication. Responsible for resolving technical and non-technical customer queries while ensuring optimal system performance.

Key Responsibilities: Respond to customer support inquiries via email, phone, and live chat; coordinate with Engineering and Product Management on product issues; develop positive customer relations; assist with technical documentation translation and maintenance.

Skills & Tools: Strong problem-solving and communication skills, ability to manage multiple tasks simultaneously, technical or customer support background, capability to work effectively with internal and external customers in a fast-paced environment.

Qualifications: Technical or customer support background required; self-motivated individual comfortable in team-oriented environments. Specific education requirements not explicitly stated.

Location: In-Person - Mexico City, Mexico

Compensation: MX$216K–MX$288K/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.