Technical Support Representative, Tier 1

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

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

Role Snapshot

This Tier 1 Technical Support Representative resolves technical and non-technical customer issues for the Turnitin product line, mainly by email with occasional phone and chat. The role supports customer satisfaction and product reliability by coordinating with Engineering and Product Management.

Key Responsibilities: Respond to customer queries via email (sometimes phone and live chat) to resolve problems, restore system access, and maintain performance, while coordinating with Engineering and Product on issues and releases. Also help translate, maintain, and update technical documentation.

Skills & Tools: Strong problem-solving and communication skills, self-motivation, and the ability to juggle multiple tasks in a fast-paced, team-oriented environment. Comfort working with both internal and external customers is essential.

Qualifications: A technical or customer support background is preferred, though the employer does not specify a degree or years of experience. Familiarity with technical troubleshooting and documentation is expected.

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.