Associate Product Usage Analyst (UK Remote)
Full-time
Key Responsibilities
* 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
* 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.
Benefits
* Remote First Culture
* Health Care Coverage*
* Education Reimbursement*
* Competitive Paid Time Off
* Self‑Care Days
* National Holidays*
* Charitable contribution match*
* Monthly Wellness or Home Office Reimbursement/*
* Access to Modern Health (mental health platform)
* Retirement Plan with match/contribution*
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