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TITLE

 

Customer Support Specialist

COMPANY

 

Turnitin

LOCATION

 

Melbourne, AU

Description

Company Description

Turnitin is your partner in education with integrity. Turnitin’s originality checking and authorship investigation services ensure academic integrity, promote critical thinking, and help students improve their authentic writing. Turnitin provides instructors with the tools to prevent plagiarism, engage students in the writing process, and provide personalized feedback. Turnitin is used by more than 30 million students at 15,000 institutions in 140 countries. Turnitin is headquartered in Oakland, Calif., with international offices in Newcastle, U.K., Utrecht, Netherlands, Melbourne, Australia, Seoul, Korea and throughout Latin America.

Job Description

The Opportunity:

We are seeking a Customer Support Specialist to expand our Customer Care Team. A successful Customer Engagement Specialist will possess very strong problem-solving and communication skills. They will thrive in a fast paced, team-oriented environment. They will be able to manage multiple tasks simultaneously. This role is best suited for a self-starter who is comfortable working with internal and external customers.

Customer Support Specialist play a critical role in the delivery of world-class client support, are responsible for responding to technical and non-technical customer queries, and are assigned to help regional sales / customer success teams with the operational needs of local and global clients.

To succeed you will…

  • Proactively support the Turnitin product line via phone and email ensuring problem resolution, system access, and optimal system performance
  • Coordinate with Engineering, QA and Product Management on all product issues & releases
  • Develop positive customer and cultural relations
  • Team player who is comfortable with change, time management and thinking on their feet
  • Assist in the translation, maintenance, and updating of technical documentation associated with the product line
  • Consistently seeks product knowledge and familiarization opportunities to deliver excellent service
  • Demonstrates patience and empathy while able to provide solution
  • Educate users so they become expert users of our platform
  • Detailed record-keeping on customer interactions 
  • Participate in cross-functional meetings to provide feedback and inform development and Sales around customer and Sales Tool needs
  • Assist Sales Operations with collecting and monitoring product feature adoption and performance metrics
  • Support other strategic initiatives as needed

Qualifications

Experience & Skills:

  • Exceptional communication skills
  • A minimum of 2 years of experience working in a customer support role and assisting with strategic implementations of enterprise technologies.
  • Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure.
  • Excellent computer skills and familiarity with the Internet.
  • Proficient in one or more of the following Operating Systems: Windows, Mac, Linux
  • Proficient in one or more of the following browsers: Internet Explorer, Safari, Firefox, Chrome
  • Proficient with the following applications: Microsoft Excel, Word, PowerPoint.
  • Excellent planning and organizational skills.
  • Ability to work with sensitive and confidential material and possess excellent judgment.

Preferred Experience & Skills:

  • Broad understanding of web technologies and Software as a Service (SasS) preferred.
  • Familiarity with Learning Management Systems such as Blackboard and Moodle preferred.
  • Candidates proficient in the following applications strongly preferred: Salesforce, Jira, Jing, Google apps.
  • Bachelor’s degree preferred.

Additional Information

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment without regard to race, color, ancestry, national origin, age, gender, sexual orientation, gender identity, age, religion, creed, disability, medical condition, genetic information, marital or veterans status.

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