Deskripsi Pekerjaan
We're seeking a Platinum Support Specialist to deliver exceptional customer experiences for our Premium and Non-Premium clients. As a key member of our Platinum Support team, you'll partner with the Turnitin Assessment Delivery division to resolve complex technical inquiries, troubleshoot system issues, and ensure seamless service delivery. This remote role requires a customer-focused professional who excels in high-pressure situations while maintaining empathy and technical precision. You'll be instrumental in upholding our reputation for world-class support through timely resolutions, proactive communication, and continuous process improvement. Join us in shaping the future of educational technology while advancing your career in a dynamic remote environment.
Tanggung Jawab
- Provide premium customer support for Turnitin's assessment delivery platform to Premium and Non-Premium clients
- Collaborate with cross-functional teams to resolve escalated technical and service issues
- Document detailed case notes and resolution procedures in CRM systems
- Proactively identify and communicate product improvement opportunities
- Maintain comprehensive knowledge of Turnitin's features and support protocols
- Deliver performance metrics on resolution time and customer satisfaction
- Train junior support staff on advanced troubleshooting techniques
Kualifikasi
- Bachelor's degree in Computer Science, Education, or related field (or equivalent experience)
- 3+ years in technical customer support with SaaS platforms
- Expertise in troubleshooting assessment software and digital submission systems
- Advanced proficiency in English with exceptional written and verbal communication
- Experience with remote support tools (Zendesk, Jira, or similar)
- Strong analytical skills for diagnosing complex technical issues
- Ability to work independently with minimal supervision in a remote setting
- Certification in IT Service Management (ITIL) preferred