Associate Product Usage Analyst (UK Remote)

Turnitin

2d•Remote

About The Position

The Associate Product Usage Analyst will support the research and investigation in tickets of the misuse of Turnitin products and take the appropriate action to validate and halt offending accounts and work with internal stakeholders to identify trends in investigated cases. Work with our Product usage analyst to understand the impact of essay mills and contract cheating to our products. Provide feedback around emerging trends in the misuse of Turnitin Work within the Misuse team and research and analysis methodologies to detect when essay mills are using our online solutions. Monitor and analyze internal misuse reports daily to identify anomalies, patterns, and unauthorized activities requiring further investigation. Identify and review with Product usage analyst security holes that allow for unauthorized access to Turnitin. Work with Product usage specialist to provide Technical Support leadership team accurately regular and ad-hoc reports related to investigations. Document processes and procedures where needed and proactively identify improvements. Assist in projects within the Technical Support team to improve identification of potential cases of misuse. Assist Product usage analyst on delivery of OKR’s set for the Misuse team.

Requirements

Bachelor’s degree or relevant experience
Experience in building internal and external customer relationships
3+ years in a successful customer care role
User experience of ITS preferably Zendesk
Excellent written and verbal communication skills
Strong organizational and analytical skills
Fluency with using MS Excel or/and Google sheets to an advanced level
Past experience of working in an data driven role, where a high attention to detail is required in order to surface and investigate potential trends
Understanding of SaaS
Experience in understanding suspicious activity in Turnitin
Familiarity with reporting with a will to develop these skills
Show discretion when handling sensitive data
Awareness and understanding of the education sector
Action-oriented mindset
Passion for excellent customer and user experience
Ability to work in a fast-paced environment whilst managing multiple priorities
Ability to work independently and perform under pressure
Broad knowledge of online software and relevant technologies
Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners
Operate with a high level of authenticity
Ability to provide impartial feedback in a structured manner
Always operating in the interests of Turnitin
A keen analytical eye for data discrepancies, working in a methodical fashion
Ability to flex time in order to be able to lead and attend meetings in multiple time zones
Experience and understanding of cultural differences and how misuse may be viewed and treated within different regions

Responsibilities

Support the research and investigation in tickets of the misuse of Turnitin products
Take appropriate action to validate and halt offending accounts
Work with internal stakeholders to identify trends in investigated cases
Understand the impact of essay mills and contract cheating to our products
Provide feedback around emerging trends in the misuse of Turnitin
Research and analysis methodologies to detect when essay mills are using our online solutions
Monitor and analyze internal misuse reports daily to identify anomalies, patterns, and unauthorized activities requiring further investigation
Identify and review security holes that allow for unauthorized access to Turnitin
Provide Technical Support leadership team accurately regular and ad-hoc reports related to investigations
Document processes and procedures where needed and proactively identify improvements
Assist in projects within the Technical Support team to improve identification of potential cases of misuse
Assist Product usage analyst on delivery of OKR’s set for the Misuse team

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