Platinum Support Specialist (Philippines Remote)

Turnitin

10h • Remote

About The Position

The Platinum Support Specialist will be part of the newly created Bench Team within the Platinum Support team. This team works with the Turnitin Assessment Delivery team to provide world-class customer service to Premium and Non-Premium Support member institutions, exam takers, and proctors. The role involves helping to grow customer usage of products, ensuring satisfaction with the products, and providing bespoke Premium support services. The specialist will handle technical and non-technical customer queries via telephone, chat, email, and online forms within established response times. They will proactively support users of the ExamSoft and ProctorExam products (administrators, instructors, teaching assistants, exam takers, and proctors), ensuring problem resolution, system access, optimal system performance, and overall customer happiness. The role requires becoming a Subject Matter Expert on all ExamSoft and ProctorExam products and services, and coordinating closely with other departments such as Tier 2, Client Success Management, Engineering, and Product Management on product issues, releases, and new user onboarding initiatives. The specialist will also develop and maintain positive customer relationships with domestic and international customers, striving for exceptional customer service in every interaction.

Requirements

• Bachelor's Degree or equivalent experience.
• 2+ Years of experience in Customer Service
• Proven experience in Desktop Troubleshooting for Windows and Mac OS
• Above-average communication skills
• Fluent spoken/written English and exceptional written and oral communication skills.
• Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure.
• Exceptionally detail-oriented and organized.
• Excellent computer skills.
• Ability to quickly pick up new tools and software - eager and willing to become an expert in our product and the world of higher education.
• Excellent planning and organisational skills.
• Passion for customer and user experience.
• Ability to work with sensitive and confidential material and possess excellent judgment.

Nice To Haves

• Past experience providing global technical and customer service support.
• 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.
• Broad understanding of web technologies and Software as a Service (SaaS).

Responsibilities

• Handle technical and non-technical customer queries via telephone, chat, email and online forms within established response times.
• Proactively support users of the ExamSoft and ProctorExam products (administrators, instructors, teaching assistants, exam takers and proctors ensuring problem resolution, system access, optimal system performance, and overall customer happiness.
• Become a Subject Matter Expert on all ExamSoft and ProctorExam products and services.
• Coordinate closely with other departments including but not limited to Tier 2, Client Success Management, Engineering, Product Management, on all product issues & releases, as well as on new user onboarding initiatives.
• Develop and maintain positive customer relationships with domestic and international customers while striving to provide exceptional customer service on every interaction with every customer.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree