Customer Support Specialist (Spanish Speaker)

Company Description

Turnitin is revolutionizing the experience of writing to learn. Turnitins formative feedback and originality checking services promote critical thinking, ensure academic integrity and help students improve their writing. Turnitin provides instructors with the tools to engage students in the writing process, provide personalized feedback, and assess student progress over time. Turnitin'sapplications are used by more than 30 million students at 15,000 institutions in 140 countries. Turnitin is headquartered in Oakland, Calif., with international offices in Newcastle, U.K., Utrecht, Netherlands, Seoul, South Korea and Melbourne, Australia.

Job Description

Product Specialists play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. The post will be assigned to help regional sales teams with the operational needs of local and global clients.

We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Customer Care 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 iParadigms product line via primarily email, (sometimes phone), ensuring problem resolution, system access, and optimal system performance.
• Coordinate closely with Engineering, QA and Product Management on all product issues & releases
• Provide product orientation sessions for clients.
• Develop positive customer and cultural relations.
• Assist in the translation, maintenance, and updating of technical documentation associated with the product line.
• Participate in cross-functional meetings to provide feedback and inform development and Sales around customer needs
• Assist Sales Operations with collecting and monitoring product feature adoption and performance metrics
• Support other strategic initiatives as needed.

Qualifications

Essential:

• Bachelors degree or applicant with experience working in a customer support role
• Fluent spoken/written Spanish & English
• Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure.
• Excellent computer skills and familiarity with the Internet.
• Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux)
• Proficient in one or more of the following browsers (Internet Explorer, Safari, Firefox)
• Proficient in Microsoft Office
• Excellent planning and organisational skills.
• Ability to work with sensitive and confidential material and possess excellent judgment.

Desirable:

• Familiarity with Learning Management Systems such as Blackboard, Moodle, WebCT, and Angel.
• Broad understanding of web technologies and Software as a Service (SasS)

Additional Information

Benefits

• Pension and life assurance schemes
• Great working environment with an exciting team in an expanding company
• Gym membership contribution and various salary sacrifice schemes such as cycle to work, childcare and parking/travel.
• Generous holiday with additional discretionary time off between Christmas and New Year
• This role is part-time, 30 hrs per week