Platinum Support Specialist (Philippines Remote)

Job description

Company Description When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are. Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines. 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. Qualifications Essential Bachelor's Degree or equivalent experience. 2+ Years of experience in Customer Service Proven experience in Desktop Troubleshooting for Windows and Mac OS Above-average communication skills Fluent spoken/written English and exceptional written and oral communication skills. Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure. Exceptionally detail-oriented and organized. Excellent computer skills. Ability to quickly pick up new tools and software - eager and willing to become an expert in our product and the world of higher education. Excellent planning and organisational skills. Passion for customer and user experience. Ability to work with sensitive and confidential material and possess excellent judgment. Desirable Past experience providing global technical and customer service support. Past experience in the education field and/or with educational technology products. Past experience in an omni channel contact center environment involving telephone, chat and email channels. Broad understanding of web technologies and Software as a Service (SasS). Additional Information Total Rewards @ Turnitin At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work. Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates. In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being. Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. Our Values underpin everything we do. Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do. Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe. Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors. Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard. One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes. Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world. Global Benefits Remote First Culture Health Care Coverage* Education Reimbursement* Competitive Paid Time Off Self-Care Days National Holidays* 2 Founder Days + Juneteenth Observed Paid Volunteer Time* Charitable contribution match* Monthly Wellness or Home Office Reimbursement/* Access to Modern Health (mental health platform) Parental Leave* Retirement Plan with match/contribution* * varies by country Seeing Beyond the Job Ad At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!