Platinum Support Specialist (Philippines Remote)

Company: Turnitin, LLC
Industry: Technical Support
Location: Philippines

Company Description
<p>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.</p>
<p>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.</p>
<p>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.</p>
Job Description
<p>The <strong>Platinum Support </strong>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.</p>
<ul>
<li>Responsible for handling technical and non-technical customer queries via telephone, chat, email and online forms within established response times.</li>
<li>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. </li>
<li>Become a Subject Matter Expert on all ExamSoft and ProctorExam products and services. </li>
<li>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.</li>
<li>Be part of our newly created Bench Team </li>
<li>Develop and maintain positive customer relationships with domestic and international customers while striving to provide exceptional customer service on every interaction with every customer.</li>
</ul>
Qualifications
<p><strong>Essential:</strong></p>
<ul>
<li>Bachelor's Degree or equivalent experience. </li>
<li>Fluent spoken/written English and exceptional written and oral communication skills. </li>
<li>Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure.</li>
<li>Exceptionally detail-oriented and organized. </li>
<li>Excellent computer skills. </li>
<li>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. </li>
<li>Excellent planning and organisational skills.</li>
<li>Passion for customer and user experience. </li>
<li>Ability to work with sensitive and confidential material and possess excellent judgment.</li>
</ul>
<p><strong>Desirable:</strong></p>
<ul>
<li>Past experience providing global technical and customer service support. </li>
<li>Past experience in the education field and/or with educational technology products. </li>
<li>Past experience in an omni channel contact center environment involving telephone, chat and email channels.</li>
<li>Broad understanding of web technologies and Software as a Service (SasS).</li>
</ul>
Additional Information
<p><strong>Total Rewards @ Turnitin</strong><br />
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.</p>
<p>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.</p>
<p>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.</p>
<p><strong>Our Mission</strong> is to ensure the integrity of global education and meaningfully improve learning outcomes.<br /><strong>Our Values</strong> underpin everything we do.</p>
<ul>
<li><strong>Customer Centric: </strong>Our mission is focused on improving le…