Technical Support Representative, Tier 1 (Mexico Remote)

Company Description

reputed company you join reputed company, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, reputed company has partnered with educators and institutions to reputed company learning reputed company solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: reputed company Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.

Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are reputed company reputed company by a shared desire to reputed company a difference in education.

reputed company is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

You will play a critical role in the delivery of world-class client support and are responsible for 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 expand our Product Specialist team. The successful candidate will possess reputed company strong problem-solving and communication skills. They will reputed company 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 reputed company product line reputed company primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance.
• Coordinate closely with Engineering and Product Management on reputed company product issues & releases
• reputed company 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 applicant with experience working in a customer support role
• Fluent spoken/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 reputed company concepts
• Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and reputed company under pressure
• Excellent computer skills
• Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux)
• Experience with Learning Management Systems (e.g., reputed company, Moodle, Canvas) in a professional setting
• A good understanding of reputed company Office products
• Excellent planning and organisational skills
• Ability to work with sensitive and confidential material and possess excellent judgement

Desirable

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

Additional Information

Total Rewards @ reputed company At reputed company, we reputed company Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.

Beyond compensation, you’ll experience the reputed company rewards of unleashing your potential and making a positive impact on global education. You’ll also reputed company in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, reputed company supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the reputed company of global education and meaningfully improve learning outcomes. Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• reputed company: reputed company is the reputed company of reputed company—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even reputed company it’s hard.
• One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.
• Global reputed company: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

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 reputed company (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country

Seeing Beyond the Job Ad At reputed company, we recognize it’s unrealistic for candidates to fulfill 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 unleash your potential alongside us, join reputed company!

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