Technical Support Representative, Tier 1 (Philippines Remote)

Technical Support Representative, Tier 1 (Philippines Remote)

Company: Turnitin, LLC Location: Philippines (Remote) Employment Type: Permanent Seniority: Mid-Level

About Turnitin

Turnitin is a recognized innovator in global education, partnering with educators and institutions for over 25 years to develop learning integrity solutions. Our services are used by over 16,000 academic institutions, publishers, and corporations in more than 185 countries. We are committed to protecting the value of authentic education and fostering critical thinking.

We operate with a remote-first culture, empowering you to work with purpose and accountability. Our diverse community is united by a shared desire to make a difference in education.

About the Role

As a Technical Support Representative, you will play a critical role in delivering world-class client support by responding to technical and non-technical customer queries. We are seeking an enthusiastic, self-motivated individual with a technical or customer support background to join our Product Specialist team. The ideal candidate will possess strong problem-solving and communication skills, thrive in a fast-paced, team-oriented environment, and be comfortable managing multiple tasks simultaneously. This role is best suited for a self-starter who is comfortable working with both internal and external customers.

Key Responsibilities

• Proactively support the Turnitin product line primarily via email, and occasionally via phone and live chat, ensuring problem resolution, system access, and optimal system performance.
• 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.

Requirements

Essential:

• Bachelor’s degree or equivalent experience working in a customer support role.
• Fluent spoken and written English.
• Proven customer service, technical support, or product support experience in a client-facing environment (external customers).
• Strong communication and interpersonal skills, with the ability to clearly explain complex concepts.
• 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.
• Experience with Learning Management Systems (e.g., Blackboard, Moodle, Canvas) in a professional setting.
• A good understanding of Microsoft Office products.
• Excellent planning and organizational skills.
• Ability to handle sensitive and confidential material with excellent judgment.

Desirable:

• Broad understanding of web technologies and Software as a Service (SaaS).
• Interest in technology and the internet (e.g., programming, building apps, or assembling hardware).
• Additional language skills (Spanish, Turkish, or Japanese).

What We Offer

At Turnitin, we believe in Total Rewards that go beyond compensation. You'll experience intrinsic rewards from making a positive impact on global education and working in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

Our extrinsic rewards include:

• Remote-First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• Self-Care Days
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable Contribution Match*
• Monthly Wellness or Home Office Reimbursement*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* Benefits may vary by country.

We encourage you to apply even if you don't meet 100% of the criteria. If you are willing to learn and unleash your potential, join our team!