At a Glance
- Tasks: Support research on misuse of Turnitin products and validate accounts.
- Company: Join a leading educational technology company focused on integrity.
- Benefits: Comprehensive health insurance, flexible spending accounts, and more.
- Other info: Fast-paced environment with opportunities for growth and collaboration.
- Why this job: Make a difference in education by tackling misuse and enhancing user experience.
- Qualifications: Bachelor’s degree or relevant experience with strong analytical skills.
The predicted salary is between 35000 - 45000 £ per year.
Responsibilities
- 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
Benefits
- Health Insurance
- Dental Insurance
- Disability Insurance
- Life Insurance
- Vision Insurance
- Accidental Death & Dismemberment Insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Supplemental Life Insurance
Qualifications
- Bachelor’s degree or relevant experience
- Awareness and understanding of the education sector
- 3+ years in a successful customer care role
- Fluency with using MS Excel or/and Google sheets to an advanced level
- Experience in understanding suspicious activity in Turnitin
- Strong organizational and analytical skills
- Understanding of Saa S
- Past experience of working in a data driven role, where a high attention to detail is required in order to surface and investigate potential trends
- User experience of ITS preferably Zendesk
- Show discretion when handling sensitive data
- Experience in building internal and external customer relationships
- Familiarity with reporting with a will to develop these skills
- Excellent written and verbal communication skills
- A keen analytical eye for data discrepancies, working in a methodical fashion
- Ability to work independently and perform under pressure
- Operate with a high level of authenticity
- Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners
- Passion for excellent customer and user experience
- Experience and understanding of cultural differences and how misuse may be viewed and treated within different regions
- Ability to work in a fast-paced environment whilst managing multiple priorities
- Ability to provide impartial feedback in a structured manner
- Always operating in the interests of Turnitin
- Broad knowledge of online software and relevant technologies
- Action-oriented mindset
- Ability to flex time in order to be able to lead and attend meetings in multiple time zones
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We think you need these skills to ace Associate Product Usage Analyst
Analytical Skills
Attention to Detail
Technical Support
Data Analysis
MS Excel
Google Sheets
Understanding of SaaS
