Product Specialists play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. The post will be assigned to triage of support cases for local and global clients.
We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Product Support Team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter who is comfortable working with internal and external customers.
Responsibilities:
- Proactively support the Turnitin product line via primarily email, (sometimes phone), ensuring problem resolution, system access, and optimal system performance.
- Triage all cases that are raised with product support in a timely manner, achieving a first contact resolution where possible or routing the case accordingly.
- Act with integrity throughout all internal and external communications
- Coordinate closely with the wider Global support team in a collaborative manner.
- Ensure that a great attention to detail is apparent on all support cases handled
- Develop positive customer and cultural relations.
- Assist in the translation, maintenance, and updating of technical documentation associated with the product line when required.
- Participate in regular team meetings, bringing observations of potential trends and issues to light
- Support other strategic initiatives as needed.
