[Hiring] Platinum Support Specialist @Turnitin, LLC

Role 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.
• 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 (SaaS).

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