Platinum Support Specialist (Philippines Remote)

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Platinum Support Specialist (Philippines Remote)Full-timeCompany DescriptionWhen 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 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.QualificationsEssential Bachelor's Degree or equivalent experience. 2+ Years of experience in Customer ServiceProven experience in Desktop Troubleshooting for Windows and Mac OSAbove-average communication skillsFluent 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 InformationTotal Rewards @ Turnitin At 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...