Associate Product Usage Analyst
Job Overview
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Date PostedMay 8, 2026
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LocationRemote
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Expiration dateAugust 8, 2026
Job Description
JOB DETAILS
- 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 a data driven role, where a high attention to detail is required in order to surface and investigate potential trends.
- Understanding of Software as a Service.
- 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.
- 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.
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