Technical Support Representative, Tier 2 (Philippines Remote)

2 years of Customer Support Experience Bachelor’s Degree in Computer Science or equivalent work experience Strong working knowledge of Windows and Mac OS An understanding of multiple integration paths In-depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues, etc. Good technical writing skills Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts Provide coaching to peers

Receive live daily calls, emails, and chats to triage and action escalations from Tier 1 Provide world-class technical support via telephone, email, and chat for escalated technical issues Maintain consistent ticket quality Proactively support users of Turnitin products Become a Subject Matter Expert on all Turnitin Assessment Products and services Attend Stand-Up meetings with support leadership teams Identify issues and trends for support leadership and Tier 3 teams Share knowledge across the team Support the Quality and Knowledge team with training module creation Act as a point of contact for shadowing new Tier 2 team members Undertake project work to improve team knowledge and processes Prioritize escalated tickets to the Tier 3 team Ensure efficient transfer of information between Tier 1 and support leadership teams Work closely with the Integrations Team Review top issues monthly Translate technical information into customer-friendly explanations De-escalate or resolve situations appropriately Maintain effective communication with nearshore teams Manage multiple priorities and multi-task Develop and maintain good working relationships between teams Champion customer centricity Collaborate with team members on tasks, projects, and assignments