Platinum Support Specialist (Philippines Remote)

About This Role

Turnitin LLC is seeking a dedicated and customer-focused Platinum Support Specialist to join our remote support team. This position is based in the Philippines and offers an excellent opportunity to work with a global audience while providing exceptional technical and customer support for one of the world's leading academic integrity and learning platforms.

As a Platinum Support Specialist, you will be the backbone of our customer success operation, handling premium-tier support cases for our most valued clients. You'll work with educators, students, and institutions worldwide to resolve complex technical issues, answer product questions, and ensure their experience with Turnitin exceeds expectations.

Key Responsibilities

• Deliver world-class technical support to premium Turnitin customers via email, chat, and ticketing systems
• Troubleshoot complex product issues and escalate problems appropriately when necessary
• Provide accurate, detailed, and empathetic responses to customer inquiries within SLA timeframes
• Document all customer interactions thoroughly in our support ticketing system
• Identify patterns in customer issues and feedback to inform product improvements
• Maintain comprehensive knowledge of Turnitin's features, integrations, and best practices
• Collaborate with technical teams to resolve critical and recurring issues
• Contribute to knowledge base articles and internal documentation
• Proactively reach out to customers to ensure satisfaction and prevent escalations
• Stay current with product updates, features, and industry trends in academic integrity

What We're Looking For

You should have proven customer support experience, ideally in a technical or SaaS environment. Excellent written and verbal communication skills in English are essential, as you'll be supporting customers globally. A patient, problem-solving mindset combined with genuine enthusiasm for helping others will set you apart.

Key qualifications include:

• 2+ years of customer support or customer success experience (technical support preferred)
• Strong English language skills—written and verbal
• Ability to manage multiple customer inquiries simultaneously without sacrificing quality
• Patient, empathetic approach to customer interactions
• Self-motivated and able to work independently in a remote environment
• Basic technical troubleshooting skills and comfort learning new software platforms
• Familiarity with ticketing systems, CRM platforms, or help desk software
• Problem-solving mindset with attention to detail
• Ability to follow procedures while exercising good judgment

Why Join Turnitin?

Turnitin is a mission-driven company dedicated to promoting academic integrity and supporting educators worldwide. You'll be part of a global team committed to helping millions of students and teachers succeed. This remote position offers flexibility, professional growth opportunities, and the chance to make a real impact in the education sector.

Working at Turnitin means joining a company that values continuous learning, diversity, and innovation. You'll have access to professional development resources, a supportive team environment, and the satisfaction of knowing your work directly contributes to educational excellence globally.

Working Remotely from the Philippines

This role is fully remote and based in the Philippines, allowing you to maintain work-life balance while supporting a global customer base. You'll collaborate with distributed teams across multiple time zones and have the flexibility to work from your preferred location within the Philippines.

Application Details

To apply, please visit the full job posting on SmartRecruiters. We review applications on a rolling basis, so we encourage you to apply early if this opportunity excites you.

💰 Compensation not publicly listed. Market estimate for similar roles: from $55K, varying by experience and location.