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Technical Support Representative, Tier 1 (Japan, Remote)

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.

Experience a remote-centric 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 all unified by a shared desire to make a difference in education.

Turnitin 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 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 & live chat), ensuring problem resolution, system access, and optimal system performance.

  • Coordinate closely with Engineering and Product Management on all product issues & 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 applicant with experience working in a customer support role

  • Fluent spoken/written English and Japanese

  • 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 of the following Operating Systems (Windows, Mac, Linux)

  • A good understanding of Microsoft Office products

  • 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, Canvas or D2L

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

Additional Information

Total Rewards @ Turnitin

Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric 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 Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

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.
  • Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
  • 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.
  • Action & Ownership - We have a bias toward action and empower teammates to make decisions.
  • 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.

Global Benefits

  • Remote First Culture
  • Health Care Coverage*
  • Education Reimbursement*
  • Competitive Paid Time Off 
  • 4 Self-Care Days per year
  • 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
At Turnitin, 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 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

What You Should Know About Technical Support Representative, Tier 1 (Japan, Remote), Turnitin, LLC

Join Turnitin as a Technical Support Representative, Tier 1 in Tokyo, Japan, and become a pivotal part of a team dedicated to enhancing education globally. Our company has made significant strides in the academic world for over 25 years, working alongside institutions to foster honesty and fairness in assessment. In this role, you will provide top-notch client support by tackling both technical and non-technical inquiries regarding our innovative product line. Do you have a knack for problem-solving and exceptional communication skills? Perfect! You’ll be responding primarily via email, but also engaging customers through phone and live chat. It’s crucial that you thrive in a fast-paced environment while managing multiple tasks with a smile! As part of your responsibilities, you’ll work closely with our Engineering and Product Management teams to resolve issues, assist in translating technical documentation, and maintain strong customer relations. If you have a bachelor’s degree or relevant experience in customer support, along with fluency in English and Japanese, we’d love to see you here. A passion for learning and a mindset of ownership will serve you well, as we value diverse perspectives and collaborative teamwork. Plus, enjoy a comprehensive Total Rewards package that prioritizes your well-being, including flexible health programs and generous time off. At Turnitin, we believe in empowering our employees to positively impact education worldwide. Ready to make a difference?

Frequently Asked Questions (FAQs) for Technical Support Representative, Tier 1 (Japan, Remote) Role at Turnitin, LLC
What are the primary responsibilities of a Technical Support Representative, Tier 1 at Turnitin?

As a Technical Support Representative, Tier 1 at Turnitin, you will be responsible for providing exceptional support to clients by addressing technical and non-technical inquiries. This includes managing customer communications mainly via email, but also over the phone and through live chat. You will actively engage with Engineering and Product Management to coordinate problem resolution and contribute to positive customer relationships. Additionally, you'll assist in maintaining and updating technical documentation related to Turnitin's various products.

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What qualifications are necessary for the Technical Support Representative, Tier 1 position at Turnitin?

To qualify for the Technical Support Representative, Tier 1 position at Turnitin, candidates should have a bachelor's degree or relevant customer support experience. It's essential to be fluent in both spoken and written English and Japanese, alongside excellent computer skills. Understanding operating systems like Windows, Mac, or Linux and being familiar with office software like Microsoft Office is also necessary. Moreover, candidates should possess strong problem-solving and organizational skills to thrive in a fast-paced work environment.

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How does Turnitin support the professional growth of Technical Support Representatives, Tier 1?

Turnitin is committed to fostering a supportive and enriching environment for its Technical Support Representatives, Tier 1. Employees are encouraged to embrace a passion for learning, which is integrated into the company culture. You will have access to training and development opportunities tailored to enhance your skills and contribute to the educational sector while having the chance to work on diverse projects that encourage personal and professional growth.

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What benefits does Turnitin offer to Technical Support Representatives, Tier 1?

Turnitin offers an extensive Total Rewards package for Technical Support Representatives, Tier 1. This includes competitive pay, generous paid time off, health care coverage, education reimbursement, and self-care days. Additionally, employees enjoy flexible wellness programs, parental leave, retirement plans, and the opportunity for paid volunteer time to support causes they are passionate about. Our remote-first culture allows you to work in a way that suits you best, all while being part of a collaborative and inclusive team.

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What are the career advancement opportunities available for Technical Support Representatives, Tier 1 at Turnitin?

Career advancement opportunities for Technical Support Representatives, Tier 1 at Turnitin are plentiful. Our organization values internal growth and development, making it possible to move into higher-level support roles or transition into specialized positions within engineering, product management, or other departments. With continuous learning encouraged and support from leadership, employees can take charge of their career paths while contributing to Turnitin's mission to improve global education.

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Common Interview Questions for Technical Support Representative, Tier 1 (Japan, Remote)
How do you prioritize your tasks when faced with multiple customer inquiries as a Technical Support Representative?

When prioritizing tasks as a Technical Support Representative, it’s essential to categorize inquiries based on urgency and impact. Addressing critical issues affecting multiple users first can prevent escalations. Using a ticketing system to track and manage requests efficiently also helps in ensuring timely resolutions while maintaining communication with customers throughout the process.

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Can you describe a time when you resolved a challenging technical issue?

One way to answer this question is by outlining the steps you took to diagnose the issue, the resources you utilized, and how you communicated with the customer during the process. Emphasize the importance of persistence and collaboration, particularly if you engaged other team members or utilized documentation effectively to find a solution.

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What steps would you take if a customer is dissatisfied with their experience?

In such situations, it’s vital to actively listen to the customer’s concerns without interruption. Acknowledging their feelings and apologizing for any inconveniences can help build rapport. Then, offer clear options for resolution while ensuring you're addressing the root cause of their dissatisfaction. It’s about transforming a negative experience into a positive outcome through effective communication.

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How do you keep up with the latest developments in technology relevant to your role?

Staying updated with industry trends and technology can be achieved through several methods: subscribing to tech news outlets, participating in online forums, and attending webinars. Being part of professional networks can also expose you to best practices and advancements, enabling you to bring innovative solutions to your role.

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What do you understand about Turnitin’s mission and values?

Demonstrating an understanding of Turnitin’s mission to ensure the integrity of global education is crucial in your response. Discuss how their values, like customer centricity and a passion for learning, resonate with your personal beliefs and experiences. Showing genuine alignment with the company culture could set you apart.

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How do you handle stressful situations in a work environment?

When addressing stressful situations, it’s important to highlight your coping strategies, such as taking deep breaths, staying organized, and focusing on one task at a time. Sharing how you rely on support from teammates or utilize resources like time management tools can demonstrate your ability to maintain composure and productivity even under pressure.

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Can you explain your experience with customer support software?

Discuss your familiarity with any relevant customer support platforms, detailing how you've used them to streamline communication, manage support tickets, and track issue resolution. Highlighting your adaptability in learning new systems quickly can strengthen your candidacy, especially for a company like Turnitin that values innovation.

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How would you approach helping a customer who speaks limited English?

For customers who speak limited English, patience and clear communication are essential. Utilizing simple language, visual aids, or even translation tools can bridge the gap and ensure understanding. Sharing an example of how you've successfully assisted a non-native speaker could demonstrate your cultural sensitivity and commitment to customer satisfaction.

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What do you think are the key skills needed for a Technical Support Representative?

Key skills for a Technical Support Representative include strong communication abilities, problem-solving proficiency, technical knowledge relevant to the products, and a customer-centric mindset. Highlighting examples from your background that demonstrate these skills in action can create a compelling case for your fit in the role at Turnitin.

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Where do you see yourself in five years in the context of a Technical Support role?

In your response, express a desire for continuous growth within technical support or related areas like product management or engineering. Demonstrating a commitment to professional development and conveying how you plan to contribute to Turnitin’s mission over the years can illustrate your long-term ambition and dedication.

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Turnitin solutions promote academic integrity, streamline grading and feedback, deter plagiarism, and improve student outcomes. The company is headquartered in Oakland, California.

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Full-time, remote
DATE POSTED
January 12, 2025

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