Technical Support Representative, Tier 1 (Mexico Remote)

The role involves providing world-class customer support for Turnitin's product line, assisting users via email, phone, and chat, and collaborating with engineering and product teams. It is suited for a self-motivated individual with a technical or customer support background, strong communication skills, and the ability to manage multiple tasks in a fast-paced environment.

Location: Remote (Global)

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.

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

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

Additional Information

• The role is open to candidates who meet most of the requirements and are willing to learn.
• Turnitin is a global leader in education technology, serving over 16,000 institutions worldwide.
• The company promotes a remote-first culture with comprehensive benefits and a focus on well-being.