Technical Support Representative, Tier 1 (Mexico Remote)

Company Description

Turnitin is a recognized innovator in global education, partnering with educators and institutions for over 25 years. Our learning integrity solutions are used by over 16,000 academic institutions, publishers, and corporations in more than 185 countries. We are committed to protecting the value of authentic education and foster a remote-first culture that prioritizes purpose, accountability, and well-being.

Job Description

As a Product Specialist, you will play a critical role in delivering world-class client support by responding to technical and non-technical customer queries. We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to join our Product Specialist team. The ideal candidate will possess strong problem-solving and communication skills, thrive in a fast-paced, team-oriented environment, and be able to manage multiple tasks simultaneously. This role is best suited for a self-starter comfortable working with both internal and external customers.

Responsibilities

• Proactively support the Turnitin product line via email, phone, and live chat, ensuring problem resolution, system access, and optimal system performance.
• Coordinate closely with Engineering and Product Management on all product issues and 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.

Qualifications

Essential:

• Bachelor’s degree or equivalent experience working in a customer support role.
• Fluent spoken and 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 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 organizational skills.
• Ability to handle sensitive and confidential material with excellent judgment.

Desirable:

• Broad understanding of web technologies and Software as a Service (SaaS).
• Interest in technology and the internet (e.g., programming, building apps, assembling hardware).
• Additional language skills (Spanish, Turkish, or Japanese).
• Demonstrated interest in technology (e.g., programming, building apps, hardware, or similar hands-on experience).

Total Rewards @ Turnitin

At Turnitin, Total Rewards encompass more than just pay. We offer intrinsic rewards through professional growth and making a positive impact on global education, alongside extrinsic rewards. Enjoy a remote-first culture, generous time off, and comprehensive health and wellness programs designed for choice, flexibility, and security.

Global 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*

(Varies by country)

Seeing Beyond the Job Ad

We encourage you to apply if you meet the majority of the requirements. Turnitin values potential and a willingness to learn. Join our team to unleash your potential and grow with us.