Technical Support Representative, Tier 1

🇲🇽In-Person - Mexico City, MexicoMX$180K–MX$240K/yri5h ago

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

Role Snapshot

Tier 1 Technical Support Representative providing world-class client support for Turnitin products across technical and non-technical customer queries. The role is critical to customer success and system performance through proactive, multi-channel support delivery.

Key Responsibilities: Respond to customer inquiries primarily via email, phone, and live chat to resolve technical issues, manage system access, and ensure optimal product performance. Coordinate with Engineering and Product Management on product issues, maintain technical documentation, and support strategic initiatives.

Skills & Tools: Strong problem-solving and communication abilities with technical or customer support background. Self-motivated, capable of managing multiple tasks simultaneously in fast-paced environments with excellent interpersonal skills.

Qualifications: Technical or customer support background required with demonstrated ability to work with internal and external customers. Self-starter mentality and comfort with multi-channel support systems preferred.

Location: In-Person - Mexico City, Mexico

Compensation: MX$180K–MX$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 Product Specialist 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 who is 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.