Turnitin is your partner in education with integrity. Turnitin’s originality Turnitin is a global SaaS company dedicated to ensuring the integrity of education and research and supporting the development of original thinking skills. As the academic and research landscape evolves, Turnitin stays ahead of trends through advancements in technology and deep partnerships with education leaders, institutions, and practitioners. Turnitin’s content databases — built over 20 years — provide an unparalleled repository of 1+ billion student papers, best-in-class scholarly content from top publishers in every major discipline and in dozens of languages, and 70+ billion current and archived web pages. We promote honesty, consistency, and fairness across all assignment types and subject areas so that educators can help students do their best, original work. 

The team assists the Tier 1 Support team by being a liaison between Support and Development and Product teams. These experts work closely with our Developers and Product teams to share information on bugs and discuss upcoming releases. This relationship allows for support to keep the Product and Development team informed about the customer impact of bugs or improvements to the service. Armed with this knowledge, the experts create internal support documentation to improve the global support team’s ability to support our customer base and act as an informal escalation point for any questions the wider support may have around our products. Tier 2&3 works to establish if reported bugs are reproducible and create detailed escalations for Development.

Key Responsibilities

● Provide world-class technical support via telephone, email and chat for ExamSoft and ProctorExam customers experiencing escalated technical issues 

● Troubleshoot complex issues with use of remote support software 

● Learn from customer interactions to help innovate customer experience improvements with better software and support tools 

● Maintenance of customer support portal 

● Identify early symptoms, patterns and solutions for upcoming technology challenges 

● Triage bug fixes and support related issues to be communicated to Product Owners or Engineering teams 

● Maintain list/information for security threats, bugs and enhancements

● Provide enterprise level support to strategic accounts to ensure successful support experience 

● Communicate user challenges and software updates across multiple teams including the Development team for tracking resolution 

● Assist with Quality Assurance beta testing ALL program components and installers as needed 

● Assist with Quality Assurance in maintaining all program help files and documentation as needed 

● Work LMS-Integrations cases 

● Maintain consistent case quality, achieving agreed target for monthly reviews 

● Sharing your expert area knowledge across the team through informal training and team meetings & stand-ups 

● Own Knowledge Article creation and maintenance on expert areas

Personal Attributes

● Active Listening 

● Collaboration 

● Customer Orientation 

● Problem Analysis 

● Written Communication 

● Integrity 

● Verbal Communication 

● Quality Focus 

● Empathy 

● Attention to Detail (narrow scope)

● Bachelor’s Degree in Computer 

● 3+ years of Customer Support or Equivalent work experience

● Experience with software 

● Strong working knowledge of applications or SAAS Windows and Mac OS 

● Experience with LMS

● Experience working with bug ticketing software 

● An understanding of multiple integration paths 

● In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues etc 

● An understanding of Learning Management Systems and how they interact with our service 

● Good technical writing skills, as you will sometimes need to communicate a case to technical teams outside of Technical Support 

● Build relationships with internal Product Owners 

● Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts 

● Provide one-on-one coaching to peers who share the same expert area

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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.