Job Description
Company Description
When you join Turnitin, you’ll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.
Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.
Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.
Job Description
The primary focus of this role is leading a team of Technical Support Representatives as they assist Tier 1 Support to ensure the successful support of the Turnitin user base and the continuous improvement of team capabilities and performance.
Key Responsibilities and Outputs:
- Manage own time effectively to ensure that leadership duties are carried out, while also maintaining a reasonable volume of case work.
- Lead by example in case quality.
- Proactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
- Become a Subject Matter Expert on all Turnitin Assessment Products and services while expanding knowledge on the Tii various product lines.
- Manage team performance individually and collectively, by agreeing on clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation and recognition.
- Ensure your team is following Turnitin’s operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
- Enable the development of individual team members, delivering coaching and guidance as needed to enable them to achieve their full potential.
- Provide quality feedback to direct reports, based on output from the Quality and Knowledge team.
- Deliver regular 1-1’s to team members, providing structured feedback and guidance on areas for improvement.
- Collaborate with internal teams (e.g. BPO Operations, Tier 3, Product, Development, etc.) to improve customer experience.
- Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends.
- Review top issues monthly for external education and ticket reduction.
- Support the Quality and Knowledge team with the creation of training modules.
- Take part in recruitment activity for the team as required.
- Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team.
- Responsible for team scheduling to ensure that appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
- Manage queues for tickets and channels for customer interaction to ensure the team’s timely response and overall engagement.
- Provide support with client escalations and incident response.
- Actively own and progress in personal development.
- Review top issues monthly for external education and ticket reduction.
Qualifications
Essential:
- Experience in building customer relationships
- 2+ years experience in a Technical Support team
- Bachelor’s Degree in Computer Science or equivalent work experience
- Team leadership/supervisory experience
- Strong working knowledge of Windows and Mac OS
- An understanding of multiple integration paths
- In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues, etc.
- Broad understanding of web technologies and Software as a Service (SaaS)
- An understanding of Learning Management Systems and how they interact with our service
- Provide ‘White Glove’ support for difficult cases/sensitive customers/at risk accounts
- Proven track record of identifying case trends and working with management to track and resolve issues
- User experience of CRM systems preferably Zendesk
- Excellent written and verbal communication skills
- Strong organizational and analytical skills
Desirable:
- Experience in a coaching role
- Familiarity with reporting
- Past experience in the education field and/or with educational technology products
- Past experience in an omni channel contact center environment involving telephone, chat and email channels
Personal attributes:
- Action-oriented mindset
- Passion for education
- Passion for excellent customer and user experience
- Ability to work in a fast-paced environment, manage multiple priorities
- Ability to work independently and perform under pressure
- Broad knowledge of online software and relevant technologies
- Strong leadership skills
- Commercial awareness and understanding of the education sector
- Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners
Additional Information
Total Rewards @ Turnitin
At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.
Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.
In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.
Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
Our Values underpin everything we do.
- Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
- Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
- Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
- Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.
- One Team: We strive to break down silos, collaborate effectively, and celebrate each others’ successes.
- Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.
Global Benefits
- 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*
\* varies by country
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 unleash your potential alongside us, join our team!
