Technical Support Representative, Tier 1

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.

We are searching for people who demonstrate a passion for education and technology, are collaborative and entrepreneurial in spirit, and who can contribute to our continuing success and growth. In return, Turnitin offers a great benefits package and provides challenging and inspiring work.

**Job Description**:
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.

**_ Please note the working days / hours for this role are: Sunday - Thursday every week - (hours between 9-6pm)_**

**Responsibilities**:

- Coordinate closely with Engineering and Product Management on all product issues and 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 and Korean
- 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.

**Desirable**:

- Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L
- Broad understanding of web technologies and Software as a Service (SaaS)

Additional Information

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

**Equality Statement**

Turnitin LLC and all related Group and Subsidiary Companies are committed to the policy that all persons have equal access to it 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.

**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**

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, domestic partner status, AIDS or HIV status, height, weight, or association with members of a protected class.