Technical Support Representative, Tier 1

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

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

Role Snapshot

This Tier 1 Technical Support Representative supports Turnitin's product line for customers, resolving technical and non-technical queries to keep system access and performance optimal. The role also helps shape customer relations and maintain product documentation.

Key Responsibilities: Proactively handle customer issues primarily by email, with some phone and live chat, and coordinate with Engineering and Product Management on product issues and releases. Also assist in translating, maintaining, and updating technical documentation.

Skills & Tools: Strong problem-solving and communication skills, the ability to manage multiple tasks in a fast-paced team environment, and comfort working with internal and external customers. Technical aptitude is valued.

Qualifications: A technical or customer support background is required, along with a self-motivated, self-starting approach. Specific degree and years of experience are not stated.

Location: In-Person - Manila, Philippines

Compensation: ₱240K–₱360K/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.