Company Description
When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.
Experience a remote-first 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
The Associate Product Usage Analyst will support the research and investigation in tickets of the misuse of Turnitin products and take the appropriate action to validate and halt offending accounts and work with internal stakeholders to identify trends in investigated cases.
- Work with our Product usage analyst to understand the impact of essay mills and contract cheating to our products.
- Provide feedback around emerging trends in the misuse of Turnitin
- Work within the Misuse team and research and analysis methodologies to detect when essay mills are using our online solutions.
- Monitor and analyze internal misuse reports daily to identify anomalies, patterns, and unauthorized activities requiring further investigation.
- Identify and review with Product usage analyst security holes that allow for unauthorized access to Turnitin.
- Work with Product usage specialist to provide Technical Support leadership team accurately regular and ad-hoc reports related to investigations.
- Document processes and procedures where needed and proactively identify improvements.
- Assist in projects within the Technical Support team to improve identification of potential cases of misuse.
- Assist Product usage analyst on delivery of OKR’s set for the Misuse team.
Qualifications
- Bachelor’s degree or relevant experience.
- Experience in building internal and external customer relationships.
- 3+ years in a successful customer care role.
- User experience of ITS preferably Zendesk.
- Excellent written and verbal communication skills.
- Strong organizational and analytical skills.
- Fluency with using MS Excel or/and Google sheets to an advanced level.
- Past experience of working in an data driven role, where a high attention to detail is required in order to surface and investigate potential trends.
- Understanding of SaaS.
- Experience in understanding suspicious activity in Turnitin.
- Familiarity with reporting with a will to develop these skills.
- Show discretion when handling sensitive data.
- Awareness and understanding of the education sector.
Personal Attributes
- Action-oriented mindset.
- Passion for excellent customer and user experience.
- Ability to work in a fast-paced environment whilst managing multiple priorities.
- Ability to work independently and perform under pressure.
- Broad knowledge of online software and relevant technologies.
- Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners.
- Operate with a high level of authenticity.
- Ability to provide impartial feedback in a structured manner.
- Always operating in the interests of Turnitin.
- A keen analytical eye for data discrepancies, working in a methodical fashion.
- Ability to flex time in order to be able to lead and attend meetings in multiple time zones.
- Experience and understanding of cultural differences and how misuse may be viewed and treated within different regions.
Additional information
- A smart, fun, and professional environment where you can learn from and teach others.
- A great mission -- you will be involved in building a distinct and recognizable global brand identity in the education market.
Global 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*
* 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 unleash your potential alongside us, join our team!
Expiry status: Active
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