Technical Support Representative, Tier 1

🇵🇭In-Person - Manila, Philippines₱180K–₱240K/yriJust now

K-12 Support Customer Support Technical Support Customer Success Help Desk Client Support

Role Snapshot

Tier 1 Technical Support Representative providing world-class customer support for TurnItIn's product line through multiple channels. The role is critical to ensuring customer problem resolution, system access, and optimal product 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, develop customer relations, and support strategic initiatives.

Skills & Tools: Strong problem-solving and communication abilities with proven technical or customer support background. Must be self-motivated, able to manage multiple tasks simultaneously, and comfortable working in fast-paced team environments with both internal and external customers.

Qualifications: Technical or customer support background required; no specific formal education requirement stated. Self-starter mentality and ability to thrive in fast-paced, collaborative environments essential.

Location: In-Person - Manila, Philippines

Compensation: ₱180K–₱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.
Support other strategic initiatives as needed.