Company Description
When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in general education. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: 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. 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.
The 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.
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. Key Responsibilities and Outputs Be available to 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 Turnitin customers experiencing escalated technical issues Maintain consistent ticket quality, achieving the agreed-upon target for monthly reviews Proactively support users of the Turnitin products (administrat

📌 Technical Support Analyst (Xochimilco)
🏢 Turnitin
📍 Xochimilco