Platinum Support Agent - Examsoft (US Remote)

Washington, DC
May 08, 2022
May 15, 2022
Full Time
Company DescriptionTurnitin is a global SaaS company dedicated to ensuring the integrity of education and research and supporting the development of original thinking skills. As the academic and research landscape evolves, Turnitin stays ahead of trends through advancements in technology and deep partnerships with education leaders, institutions, and practitioners. Turnitin's content databases "A cents € built over 20 years "A cents € provide an unparalleled repository of 1+ billion student papers, best-in-class scholarly content from top publishers in every major discipline and in dozens of languages, and 70+ billion current and archived web pages. We promote honesty, consistency, and fairness across all assignment types and subject areas so that educators can help students do their best, original work.A' A' ExamSoft's approach to improving assessments and learning outcomes is simple. We provide computer-based assessment software that collects assessment data and generates easy-to-apply reports to help educators improve course and student performance. Now you can tackle the biggest challenges in student assessment while providing the most secure testing environment possible. ProctorExam works with colleges, universities and certification providers to offer a secure web-based infrastructure for remote exams. We allow candidates greater access to education and institutions with more flexible, scalable and cost-effective ways to conduct authentic assessments digitally.At Turnitin, we are passionate about improving assessment in higher education. We care deeply about our users and work proactively to make and keep them happy. We iterate often and wear multiple hats, always striving to deliver new value for our users. We take pride in building reliable, high-quality software that maintains an intuitive and delightful user experience. Job DescriptionThe Premium Global Support team works with our Turnitin Assessment Delivery team to provide world-class customer service to Premium and Non-Premium Support member institutions, exam takers, and proctors. The Premium Global Support Specialist will help grow customer usage of products, ensure satisfaction with the products, and provide bespoke Premium support services.A' A' We are looking for an enthusiastic, self-motivated individual with customer support, technical, or teaching background to expand our Premium Global Support Team.The successful candidate will possess very strong problem-solving and written and oral communication skills. They will thrive in a fast-paced, global team-oriented environment, and are able to manage multiple tasks simultaneously. This role is best suited for a self-starter who is comfortable working with internal and external customers.A' A' A' Responsibilities:Proactively support users of the ExamSoft and ProctorExam products (administrators, instructors, proctors, teaching assistants, and students) ensuring problem resolution, system access, optimal system performance, and overall customer happiness.Develop and maintain positive customer relationships with domestic and international customers while striving to provide exceptional customer service on every interaction with every customer.Coordinate closely with other departments including but not limited to Client Success Management, Engineering, Product Management, and Bench Teams 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.A' QualificationsEssential:Bachelor's Degree or equivalent experience.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 products 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.Amenable to working at 9 PM to 6 AMA' shift.Desirable: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.A' Broad understanding of web technologies and Software as a Service (SasS). Additional InformationOur Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.A' Our Values underpin everything we do.Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by A' putting educators and learners at the center of everything we do.Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.Action & Ownership - We have a bias toward action and empower teammates to make decisions.One Team - We strive to break down silos, collaborate effectively, and celebrate each other's successes.Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.Seeing Beyond the Job AdAt Turnitin, we recognize it's unrealistic for candidates to fulfill 100% of the criteria in a job ad.A' We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you're willing to learn and evolve alongside us, join our team!A' A' Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. We strongly encourage applications from people of color, persons with disabilities, women, and the LGBTQ+ community, regardless of age, gender, religion, marital or veterans status.