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.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.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.Job DescriptionThe Technical Support Representative, Tier 2 team assists the Tier 1 Support team by liaising between Support, Development, and Product teams.
These experts are part of the technical leaders within the Assessment Delivery Operations and Support department (ADOS), providing regular feedback and updates on our client's issues with the product to both the internal ADOS Technical Support team and internal stakeholders.
Similar to the Tier 1 team, the Tier 2 team works to establish if reported bugs are reproducible and create detailed escalations for Tier 3 by gathering logs and providing imperative information surrounding the issue.Armed with this knowledge, these experts act as an informal escalation point for any questions the broader support may have about our products.
Liaising with Tier 3, they give proactive feedback and input to Product, Internal Support, and Quality and Knowledge teams to improve the support we deliver to our customers.
This role explicitly provides a high level of responsibility, being the first internal point of contact on our products and a Technical Support representative for customers externally and colleagues internally.
Together with their fellow Tier 2 colleagues, they report issues and identify bugs for escalation to our Tier 3 engineers.Key Responsibilities and OutputsBe available to receive live daily calls, emails and chats to Triage, and action escalations from Tier 1Provide world-class technical support via telephone, email, and chat for Turnitin customers experiencing escalated technical issuesMaintain consistent ticket quality, achieving the agreed-upon target for monthly reviewsProactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer happinessBecome a Subject Matter Expert on all Turnitin Assessment Products and servicesAttend Stand-Up meetings with support leadership teams to provide meaningful input from our customersBe the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trendsShare your knowledge across the team through informal training and team meetings & stand-upsSupporting the Quality and Knowledge team with the creation of training modulesPoint of contact for shadowing new Tier 2 team membersProject work during quieter spells to improve team knowledge and processesPrioritize escalated tickets to the Tier 3 teamEnsure efficient transfer of information between Tier 1 and support leadership teamsWork closely with our Integrations TeamReview top issues monthly for external education and ticket reductionPeople skills:Translate technical information into customer-friendly explanations and understandable terms for the Client, Technical Support Team and other departments at TiiRecognizing situations that need to be de-escalated or resolved appropriatelyConsistently maintain effective communication with nearshore teams to enhance the customer experienceAbility to manage multiple priorities and multi-taskExcel at developing and maintaining good working relationships between Tier 1, Tier 2, Product, Integrations, and Support Leadership teamsChampion customer centricity at all times, understanding when to push back on advice that does not meet our customer's expectationsActively collaborate with team members on all tasks, projects and assignments to resolve complex issuesQualificationsEssential:2 years of Customer Support ExperienceBachelor's Degree in Computer Science or equivalent work experienceStrong working knowledge of Windows and Mac OSAn understanding of multiple integration pathsIn depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues etcGood technical writing skills, as you will sometimes need to communicate a case to technical teams outside of Technical SupportProvide 'White Glove' support for difficult cases/sensitive customers/at risk accountsProvide coaching to peers who share the same expert areaBe approachable, so that more junior members of the team come to you for guidance and support, especially with your expert areaDesirable:An understanding of Learning Management Systems and how they interact with our servicePast 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 (SasS).
Personal attributes:Active Listening Level 1: The ability to actively engage hearing and from what is heard, show you absorb and understand important verbal and non-verbal information.Collaboration Level 1: The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support.Customer Orientation Level 1: The ability and willingness to put the customer at the center and the heart of what you do, to find out what the customer wants and needs and to act accordingly.Problem Analysis Level 1: The ability to detect problems, recognize important information, and link various data; to trace potential causes and look for relevant details.Written Communication Level 1: The ability to express ideas and views clearly to others in writing.Integrity Level 1: Adherence to the standards,



the values and rules of conduct associated with our positions and the culture in which we operate.
Being incorruptible and acting within ethical boundaries.Verbal Communication Level 1: The ability to communicate in clear language and to adjust one's use of language to the audience's level.Quality Focus Level 1: Setting high quality standards and striving for continuous improvement and quality assurance.Empathy Level 1: Being attuned to the attitudes, feelings, or circumstances of others and being aware of the influence of one's own behavior on them.Attention to Detail (narrow scope) Level 1: The ability to process detailed information effectively and consistently, checking for errors and ensuring perfectionAdditional InformationTotal Rewards @ TurnitinAt 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.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.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.Our Missionis to ensure the integrity of global education and meaningfully improve learning outcomes.Our Valuesunderpin everything we do.Customer Centric:Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.Passion for Learning:We are committed to our own learning and growth internally.
And we support education and learning around the globe.Integrity:Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.Action & Ownership:We have a bias for action.
We act like owners.
We are willing to change even when it's hard.One Team:We strive to break down silos, collaborate effectively, and celebrate each others' successes.Global Mindset:We consider different perspectives and celebrate diversity.
We are one team.
The work we do has an impact on the world.General BenefitsRemote First CultureHealth Care Coverage*Education Reimbursement*Competitive Paid Time OffSelf-Care DaysNational Holidays*2 Founder Days + Juneteenth ObservedPaid 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 countrySeeing Beyond the Job AdAt Turnitin, we recognize it's unrealistic for candidates to fulfill 100% of the criteria in a job ad.
We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time.
If you're willing to learn and unleash your potential alongside us, join our team!
#LI-AC1

📌 Technical Support Representative, Tier 2 (Mexico Remote) (Xico)
🏢 Turnitin
📍 Xico