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 Customer Support 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 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. Qualifications - Bachelor’s degree or applicant with experience working in a customer support role. - Fluent spoken/written English. - 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 organizational skills. - Ability to work with sensitive and confidential material and possess excellent judgment. - Weekend work and early/late hours required. Requirements - Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L. - Broad understanding of web technologies and Software as a Service (SaaS). 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*

• Accept all inbound customer contacts via phone, chat, email, or the Global Support Portal. • Prioritize case workload according to the Global Support priority process. • Troubleshoot issues, identify solutions, and work in partnership with customers to ensure timely resolution and customer satisfaction through effective communication. • Escalate cases to the appropriate departments when necessary (e.g., Professional Services). • Take ownership of individual performance to achieve KPI targets. • Adhere to the Global Support Quality Framework. • Ensure complete and effectively communicated handovers when appropriate. • Proactively manage upward communication with the Global Support leadership team, raising concerns and identifying areas for improvement while recommending appropriate solutions. • Proactively share knowledge and expertise with colleagues and management. • Attend regular meetings with fellow Global Support Engineers to review common issues and best practices, providing summaries and feedback to the Head of Support. • Mentor new team members and support their onboarding through the Vizrt Buddy Program. • Attend and contribute to regular support meetings with key accounts, confidently communicating case updates. • Act as an escalation point for Level I Support Engineers, coaching and mentoring team members where appropriate. • Confidently handle customer conflicts, de-escalate challenging situations, and ensure successful resolution. • Attend training sessions on new product offerings and deliver internal knowledge-sharing sessions to the Global Support team. • Cover the responsibilities of the Global Support Manager during periods of absence or travel, including coaching, developing, and performance-managing Global Support Engineers. • Confidently visit customer sites, review installed systems, identify variances, and provide recommendations for improvement. • Participate in Quarterly Business Reviews (QBRs) alongside Sales to provide updates on support performance and customer cases. • Take ownership of a personal development plan and actively pursue career growth within the Vizrt Group.

• Provide expert-level support for enterprise installations, including configuration and troubleshooting of proprietary hardware, peripherals, software, audio/visual systems, interactive displays, and integrated communication solutions • Perform firmware upgrades, advanced diagnostics, and manage support requests from initial contact through resolution, including returns and replacements • Monitor support queues • Deliver multilingual assistance across voice, email, chat, and social channels according to SLAs • Resolve complex issues through remote sessions using tools such as screen sharing and log analysis • Document and escalate cases through internal systems • Collaborate with senior engineering and support teams on high-priority incidents

• Brindar soporte técnico de primer nivel a usuarios finales. • Atender y resolver incidencias relacionadas con software y hardware de equipos de cómputo. • Brindar soporte básico a dispositivos móviles (smartphones). • Dar seguimiento y documentación a tickets de servicio. • Atender consultas y requerimientos de usuarios vía telefónica. • Escalar incidencias cuando sea necesario a niveles superiores de soporte. • Mantener comunicación efectiva con los usuarios para asegurar la resolución de problemas. • Apoyar en la instalación, configuración y actualización de software. • Generar reportes básicos y seguimiento de actividades utilizando Excel.