Technical Support Representative, Tier 1

🇵🇭In-Person - Manila, Philippines₱240K–₱360K/yriJust now

K-12 Support Customer Support Technical Support Customer Success Tier 1 Support Product Support

Role Snapshot

Tier 1 Technical Support Representative providing world-class customer support for the Turnitin product line through multiple channels. This role is critical to ensuring customer satisfaction and optimal system performance.

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, maintain technical documentation, and support strategic initiatives.

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

Qualifications: Technical or customer support background required with demonstrated problem-solving abilities. Self-motivated individual comfortable in team-oriented environments with strong communication skills.

Location: In-Person - Manila, Philippines

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

Prep for this role with AI tools →

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.
Support other strategic initiatives as needed.