Technical Support Representative, Tier 1 (Mexico Remote)

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Requirements:

• Bachelor’s degree or  experience working in a customer support role
• 3+ years prior technical support representative experience, ideally supporting a global enterprise environment
• Fluent spoken/written English & Spanish
• Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure
• Excellent computer skills
• Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux)
• A good understanding of Microsoft Office products
• Excellent planning and organisational skills
• Ability to work with sensitive and confidential material and possess excellent judgement
• Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L
• Broad understanding of web technologies and Software as a Service (SaaS)

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.