At a Glance
- Tasks: Support research on misuse of Turnitin products and identify trends in cases.
- Company: Join a leading educational technology company dedicated to academic integrity.
- Benefits: Comprehensive health insurance, flexible spending accounts, and life insurance options.
- Other info: Fast-paced environment with opportunities for professional growth and development.
- Why this job: Make a difference in education by combating 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.
- 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 on 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 the Product Usage Analyst security holes that allow for unauthorized access to Turnitin.
- Work with the Product Usage Specialist to provide the Technical Support leadership team with accurate 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 the Product Usage Analyst on the delivery of OKRs 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 and/or Google Sheets to an advanced level.
- Experience in understanding suspicious activity in Turnitin.
- Strong organizational and analytical skills.
- Understanding of SaaS.
- 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.
Associate Product Usage Analyst in Newcastle upon Tyne employer: Turnitin
Turnitin is an exceptional employer that prioritises employee well-being and professional growth, offering comprehensive benefits such as health and dental insurance, flexible spending accounts, and a supportive work culture that values collaboration and innovation. Located in a dynamic environment, the Associate Product Usage Analyst role provides unique opportunities to engage with cutting-edge technology while contributing to the integrity of educational practices, ensuring that employees can thrive both personally and professionally.
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We think you need these skills to ace Associate Product Usage Analyst in Newcastle upon Tyne
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