Technical Support Representative, Tier 1

🇲🇽In-Person - Mexico City, MexicoMX$240K–MX$360K/yri2h ago

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

Role Snapshot

Tier 1 Technical Support Representative for TurniTin's Product Specialist team, responsible for delivering world-class client support by resolving technical and non-technical customer queries across multiple channels. This role is critical to ensuring customer satisfaction, system access, and optimal product performance.

Key Responsibilities: Respond to customer queries via email, phone, and live chat; coordinate with Engineering and Product Management on product issues and releases; maintain and update technical documentation; manage multiple tasks simultaneously while supporting both internal and external customers.

Skills & Tools: Strong problem-solving and communication skills; ability to manage multiple tasks concurrently; technical aptitude or customer support background; self-motivation and ability to thrive in fast-paced, team-oriented environments; comfort working with diverse internal and external stakeholders.

Qualifications: Technical or customer support background required; no specific education level stated, though strong analytical and communication capabilities are essential. Self-starter mentality and ability to work independently in a remote environment preferred.

Location: In-Person - Mexico City, Mexico

Compensation: MX$240K–MX$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 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.