PlagScan Looking for Technical Support Rep (remote Delhi/NCR) at Delhi, Delhi Full Time

Technical Support Representative (Remote Delhi/NCR)

Job Overview

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.

Qualifications

Essential:
Bachelor’s degree and a minimum of 2 years experience working in a customer support role

Fluent spoken/written English

Ability to work in a fast-paced environment, quickly understand customer requests, set priorities, work independently, and perform under pressure.

Excellent computer skills and familiarity with the Internet.

Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux)

Proficient in one or more of the following browsers (Internet Explorer, Safari, Firefox, Chrome)

Comfortable following set processes and not deviating from guidance provided

Proficient in Microsoft Office

Excellent planning and organisational skills.

Ability to work with sensitive and confidential material and possess excellent judgement.

Desirable:
Familiarity with Learning Management Systems such as Blackboard, Moodle and Canvas

Familiarity with Salesforce

Broad understanding of web technologies and Software as a Service (SaaS)

Any additional language skills would be highly beneficial

Additional Information

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Equality Statement

Turnitin LLC and all related Group and Subsidiary Companies are committed to the policy that all persons have equal access to it programs, facilities and employment without regard to race, color, ancestry, national origin, age, gender, sexual orientation, gender identity, age, religion, creed, disability, medical condition, genetic information, marital or veterans status.

Our Values underpin everything we do.

Customer Centric – We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.

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.

Accountability- Holds oneself responsible for required actions, and ensures that team members/colleagues/ peers also own responsibility for their designated tasks while meeting collective team and company goals. All in service of creating a high performing environment

Collaboration & Influencing- Effectively communicates and cooperates with peers, partners, leaders & customers to achieve outcomes. Builds relationships and creates an environment wherein people can naturally work together for the good of the company and our customers.

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.

Seeing Beyond the Job Ad

At Turnitin, we recognize it’s unrealistic for candidates to fulfil 100% of the criteria in a job ad. 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!

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment without regard to race, color, ancestry, national origin, age, gender, sexual orientation, gender identity, age, religion, creed, disability, medical condition, genetic information, marital or veterans status, domestic partner status, AIDS or HIV status, height, weight, or association with members of a protected class.