Company Description
When you join Turnitin, you’ll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, Ouriginal and ProctorExam.
Turnitin has offices in Australia, India, Indonesia, Germany, Japan, Korea, Mexico, the Netherlands, the Philippines, Sweden, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let’s make change together.
Job 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 (SasS).
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 that 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 others successes.
- Global Mindset – We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.
Global Benefits
- Flexible/hybrid working
- Remote First Culture
- Health Care Coverage*
- Tuition Reimbursement*
- Competitive Paid Time Off
- 4 Self-Care Days per year
- National Holidays*
- 2 Founder Days + Juneteenth Observed
- Paid Volunteer Time*
- Charitable contribution match*
- Monthly Wellness Reimbursement/Home Office Equipment*
- Access to Modern Health (mental health platform)
- Parental Leave*
- Retirement Plan with match/contribution*
* varies by country
Seeing Beyond the Job AdAt Turnitin, we recognize its 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 youre 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. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.