Role 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 possess 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. - 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 - 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 complex concepts. - 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). - Experience with Learning Management Systems (e.g., Blackboard, Moodle, Canvas) in a professional setting. - A good understanding of Microsoft Office products. - Excellent planning and organisational skills. - Ability to work with sensitive and confidential material and possess excellent judgement. Requirements - 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). 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 Modern Health (mental health platform). - Parental Leave* - Retirement Plan with match/contribution*

Provide exceptional customer service by answering incoming calls, resolving billing inquiries, and troubleshooting products. Enhance customer experience through effective communication and identify issues for appropriate department transfers.

• Analyze shipping documents (invoices, packing lists, master/house air waybills) and request corrections when needed. • Critical Analysis: Analysis of commercial proposal vs. customer needs; Check information regarding restrictions on accepting products for transport; • Align expectations internally and with customers. • Exchange instructions with World Courier offices to process shipments in compliance with customs regulations. • Guide importers/exporters on shipping documentation, delivery/pick-up schedules, and customs requirements. • Verify routes, carriers, temperature, and deadlines; schedule collection/delivery with importers/exporters. • Keep World Courier offices, clients, and stakeholders updated on the import/export process. • Create and monitor import/export orders and reports in the World Courier system. • Maintain communication with clients, importers, and exporters via email and phone. • Ensure compliance with World Courier procedures, work instructions, and processes. • Coordinate with drivers, airport staff, and offices to replenish ice packs and maintain cold chain integrity. • Instruct operations teams on routing, packaging, labeling, documentation, handling, and temperature control requirements. • Notify importers, brokers, airlines, and airport authorities of arrivals; confirm temperature-controlled storage and update systems. • Monitor clearance status, arrange recovery of empty boxes/temperature monitors, and analyze monitor deviations with investigations as required. • Identify and escalate shipment risks (especially temperature-related) and propose preventive solutions. • Support leadership by reporting shipment issues, delays, client feedback, and process improvement opportunities. • Participate in critical shipment handling (e.g., billing, cell and gene therapies), team/client meetings, new-hire training, and junior colleague mentoring. • Profitability Analysis of the shipments. Provide Corrective Actions & Preventive Actions (CAPA).

• Analyze and resolve issues for clients using department guidelines and timeframes • Interact with clients to provide and process information in response to inquiries, concerns, and requests about products and services. • Troubleshoot client issues, including downloading and updating key software dependencies, collecting details as necessary, and escalation of issues to level 3 and/or engineering as necessary to resolve client issues. • Research required information using available resources. • Provide internal feedback to resolve issues and/or enhance product based on client. • Provide support for a suite of software applications. • Retrieve, respond to, and create cases for client emails within the appropriate service level window following set guidelines and procedures. • Handle inbound calls and create cases within the appropriate service level window following set guidelines and procedures. • Organize ideas and communicate oral messages appropriate to the situation to both clients and co-workers. • Follow up and make scheduled call backs to clients where necessary. • Participate in regularly scheduled internal training on Net Health products.