Associate Product Usage Analyst
Philippines, Ability to flex time in order to be able to lead and attend meetings in multiple time zones.Full-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 3+ years in a successful customer care role.
- Required Skills
- Data AnalysisAnalytical SkillsMicrosoft ExcelReportingTechnical supportCustomer supportSaaSGoogle SheetsZendesk
Requirements
- Bachelor’s degree or relevant experience.
- 3+ years in a successful customer care role.
- Experience in building internal and external customer relationships.
- Proficiency with MS Excel or Google Sheets to an advanced level.
- User experience with ITS, preferably Zendesk.
- Strong organizational and analytical skills.
- Experience working in a data-driven role with high attention to detail.
- Understanding of SaaS software.
- Experience in understanding suspicious activity in Turnitin or similar platforms.
- Awareness and understanding of the education sector.
- Excellent written and verbal communication skills.
Responsibilities
- Support research and investigation into tickets involving misuse of Turnitin products.
- Validate and halt offending accounts and work with internal stakeholders to identify trends.
- Monitor and analyze internal misuse reports daily to detect anomalies, patterns, and unauthorized activities.
- Identify and review security vulnerabilities that allow for unauthorized access to Turnitin.
- Provide regular and ad-hoc reports related to investigations for Technical Support leadership.
- Document processes and procedures and proactively identify improvements.
- Assist in projects within the Technical Support team to improve identification of misuse.
- Assist in the delivery of OKRs set for the Misuse team.
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