Customer Support Specialist

  • Newcastle upon Tyne, UK
  • Full-time

Company Description

Turnitin is revolutionising the experience of writing to learn. Turnitin’s formative feedback and originality checking services promote critical thinking, ensure academic integrity and help students improve their writing. Turnitin provides instructors with the tools to engage students in the writing process, provide personalised feedback, and assess student progress over time. Turnitin's applications are used by more than 33 million students at 15,000 institutions in 140 countries. Turnitin is headquartered in Oakland, California with international offices in the UK, the Netherlands, South Korea and Australia.

Job Description

Job Description

30 hrs per week over 5 days. 2-9pm or 3-10pm. 

£17,000

You will play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries.  

We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Product Specialist 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:

  • Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance.
  • Coordinate closely with Engineering and Product Management on all product issues & releases
  • Develop positive customer and cultural relations.
  • Assist in the translation, maintenance, and updating of technical documentation associated with the product line.
  • Support other strategic initiatives as needed.

Qualifications

Essential:

  • Bachelor’s degree or applicant with experience working in a customer support role
  • Fluent spoken/written English
  • Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure.
  • Excellent computer skills
  • Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux)
  • A good understanding of Microsoft Office products
  • Excellent planning and organisational skills.
  • Ability to work with sensitive and confidential material and possess excellent judgment.

Desirable:

  • Familiarity wiith Learning Management Systems such as Blackboard, Moodle, Canvas or D2L
  • Broad understanding of web technologies and Software as a Service (SasS)

Additional Information

 Benefits

  • Pension and life assurance schemes
  • Great working environment with an exciting team in an expanding company
  • Gym membership contribution and various salary sacrifice schemes such as cycle to work, childcare and parking/travel.
  • Generous holiday with additional discretionary time off between Christmas and New Year

 

30 hrs per week over 5 days. 2-9pm or 3-10pm.