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2 години тому - 12.05.2021

Technical Support Representative (Shift Rotation)

Turnitin

Адрес: Київ
Контакт: Joanne Elliott

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. You'll join our diverse community of colleagues who are all unified by a shared desire to make a difference in education. So come join us and begin the most gratifying next chapter of your career.

For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Our products are used by educational institutions and certification and licensing programs to uphold integrity and increase learning performance, and by students and professionals to do their best, original work.

Job Description

Our Technical Support Representatives play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. The post will be assigned to triage of support cases for local and global clients.

We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Support Team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast-paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter who is comfortable working with internal and external customers.

Responsibilities

  • Shift rotation - day/night/morning shifts (Mon-Fri 8am to 4pm, 4pm to 11pm, 11pm to - 8am, Weekends 3pm to 11pm)
  • Ensuring excellent service standards and customer experience
  • Resolving basic to complex support issues for customer inquiries received via omnichannel support (emails-tickets, live chat and calls)
  • Ensuring customers' satisfaction
  • Communicating with developers (and other departments) during investigation of client's cases reported on Jira
  • QA - investigation/reproducing of client's issues
  • Covering additional tasks on Demand
  • Escalating requests and unresolved issues to the appropriate team members

Qualifications

Experience & Skills

Essential:

  • Fluent English

  • Fluent Ukrainian and Russian

  • Excellent Communication skills

  • Good typing skills

  • Analytical & Research skill

Desirable

  • Previous experience in customer support or sales will be a plus

Additional Information

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

  • Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.

  • Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.

  • Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.

  • Action & Ownership - We have a bias toward action and empower teammates to make decisions.

  • One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.

  • Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Seeing Beyond the Job Ad

At 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 evolve alongside us, join our team!

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. We strongly encourage applications from people of color, persons with disabilities, women, and the LGBTQ+ community, regardless of age, gender, religion, marital or veterans status.

I'm interested


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