Platinum Support Specialist

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

K-12 Support Customer Support Technical Support Account Management Assessment Platform Exam Proctoring

Role Snapshot

Platinum Support Specialist providing world-class customer service to premium and non-premium support institutions using Turnitin's ExamSoft and ProctorExam products. The role focuses on growing customer usage, ensuring satisfaction, and delivering bespoke support services across multiple channels.

Key Responsibilities: Handle technical and non-technical customer queries via telephone, chat, email, and online forms within established response times. Proactively support product users (administrators, instructors, exam takers, proctors) to ensure problem resolution, system access, and optimal performance while coordinating with Tier 2, Client Success Management, Engineering, and Product Management teams.

Skills & Tools: Strong customer service and communication skills across multiple channels; technical troubleshooting ability; product expertise in ExamSoft and ProctorExam systems; ability to serve as a Subject Matter Expert; excellent relationship management and problem-solving skills.

Qualifications: Not explicitly stated in job description; typically requires customer support experience, technical aptitude, and familiarity with educational assessment or proctoring platforms. Experience with SaaS products and international customer support preferred.

Location: In-Person - Manila, Philippines

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

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Job Description

The Platinum Support team works with our Turnitin Assessment Delivery team to provide world-class customer service to Premium and Non-Premium Support member institutions, exam takers and proctors. The Platinum Support Specialist will help grow customer usage of products, ensure satisfaction with the products, and provide bespoke Premium support services.

Responsible for handling technical and non-technical customer queries via telephone, chat, email and online forms within established response times.
Proactively support users of the ExamSoft and ProctorExam products (administrators, instructors, teaching assistants, exam takers and proctors ensuring problem resolution, system access, optimal system performance, and overall customer happiness.
Become a Subject Matter Expert on all ExamSoft and ProctorExam products and services.
Coordinate closely with other departments including but not limited to Tier 2, Client Success Management, Engineering, Product Management, on all product issues & releases, as well as on new user onboarding initiatives.
Be part of our newly created Bench Team
Develop and maintain positive customer relationships with domestic and international customers while striving to provide exceptional customer service on every interaction with every customer.