Technical Support Representative, Tier 1 (Mexico Remote)

Turnitin

2d•Remote

About The Position

This role is critical in delivering world-class client support, 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 able to manage multiple tasks simultaneously. This role is best suited for a self-starter comfortable working with both internal and external customers.

Requirements

Bachelor’s degree or applicant with experience working in a customer support role.
Fluent spoken/written English.
Proven customer service, technical support, or product support experience in a client-facing environment (non-internal IT).
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 organisational skills.
Ability to work with sensitive and confidential material and possess excellent judgement.

Nice To Haves

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).
Demonstrated interest in technology (e.g., programming, building apps, hardware, or similar hands-on experience).

Responsibilities

Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance.
Coordinate closely with Engineering and Product Management on all product issues & 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.

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