Technical Support Representative

Job Summary

To support a dynamic technical support team, the full-time Technical Support Representative will manage escalations from Tier 1 and Tier 2, conduct deep investigations using advanced tools, and maintain high-quality case management in a remote environment.

Key responsibilities:

• Triaging and vetting escalations from Tier 1 and Tier 2 support teams
• Maintaining consistent case quality and achieving targets for monthly reviews
• Translating complex technical information into customer-friendly explanations

Required qualifications:

• Proficiency in SQL for database operations such as reads, updates, and deletes
• Experience with advanced tools like Splunk, Postman, and Docker
• Understanding of the structure of Turnitin databases and internal bug reporting processes
• Ability to communicate technical concepts effectively to non-technical stakeholders
• Experience in building relationships with external partners' technical support teams