Job DescriptionThe Associate Product Usage Analyst will support the research and investigation of tickets related to 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.ResponsibilitiesWork 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 delivery of OKRs set for the Misuse team.QualificationsBachelor'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 a data‑driven role, where a high attention to detail is required 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 AttributesAction‑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.Global BenefitsRemote First CultureHealth Care Coverage*Education Reimbursement*Competitive Paid Time OffSelf‑Care DaysNational Holidays*2 Founder Days + Juneteenth ObservedPaid 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#J-18808-Ljbffr