Job Description
Shift pattern: Tues - Sat, 8.30pm to 5am PhST
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 Customer Support 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 judgement.
- Can work Tuesday to Saturday, 8.30pm to 5am PhST
Desirable
- Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L.
- Broad understanding of web technologies and Software as a Service (SaaS).
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