Technical Support Representative, Tier 2 - Philippines - Hudson Talent Solutions

    Hudson Talent Solutions
    Hudson Talent Solutions Philippines

    13 oras ang nakalipas

    Paglalarawan

    DUTIES and RESPONSIBILITIES:

    • Be available to receive live daily calls, emails and chats to Triage, and action escalations from Tier 1
    • Provide world-class technical support via telephone, email, and chat for Turnitin customers experiencing escalated technical issues
    • Maintain consistent ticket quality, achieving the agreed-upon target for monthly reviews
    • Proactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer happiness
    • Become a Subject Matter Expert on all Turnitin Assessment Products and services
    • Attend Stand-Up meetings with support leadership teams to provide meaningful input from our customers
    • Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends
    • Share your knowledge across the team through informal training and team meetings & stand-ups
    • Supporting the Quality and Knowledge team with the creation of training modules
    • Point of contact for shadowing new Tier 2 team members
    • Project work during quieter spells to improve team knowledge and processes
    • Prioritize escalated tickets to the Tier 3 team
    • Ensure efficient transfer of information between Tier 1 and support leadership teams
    • Work closely with our Integrations Team
    • Review top issues monthly for external education and ticket reduction

    People skills:

    • Translate technical information into customer-friendly explanations and understandable terms for the Client, Technical Support Team and other departments at Tii
    • Recognizing situations that need to be de-escalated or resolved appropriately
    • Consistently maintain effective communication with nearshore teams to enhance the customer experience
    • Ability to manage multiple priorities and multi-task
    • Excel at developing and maintaining good working relationships between Tier 1, Tier 2, Product, Integrations, and Support Leadership teams
    • Champion customer centricity at all times, understanding when to push back on advice that does not meet our customer's expectations
    • Actively collaborate with team members on all tasks, projects and assignments to resolve complex issues

    QUALIFICATIONS:

    • 3 years of Customer Support Experience
    • Bachelor's Degree in Computer Science or equivalent work experience
    • Strong 3 years of working knowledge of Windows and at least 6 months experience for Mac OS (NO DESKTOP SUPPORT FOR BOTH WINDOWS AND MAC OS WILL AUTOMATICALLY REJECTED)
    • An understanding of multiple integration paths
    • In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues etc
    • Good technical writing skills, as you will sometimes need to communicate a case to technical teams outside of Technical Support
    • Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts
    • Provide coaching to peers who share the same expert area
    • Be approachable, so that more junior members of the team come to you for guidance and support, especially with your expert area

    BENEFITS:

    • Competitive Salary and benefits for Tier 2 Level
    • Permanent Remote Job
    • Willing to work in US Hours or Night Shift schedule
    • Paid 20 days Annual Leave (PTO)
    • Paid Sick Leave
    • Paid Legal Holidays
    • Paid Special Holidays
    • Paid Service Incentive Leaves (SIL) after 1 year with the company
    • Parental Leave
    • Wellness Allowance
    • Rice Allowance
    • 13th Month Pay
    • Private Health Insurance coverage
    • Family Dental cover age
    • Employee Assistance Program
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