Description
TransPerfect is seeking a Level 2 Customer Support Specialist to provide technical support to customers using GlobalLink Vasont Inspire and GlobalLink Astoria.
As a Level 2 Customer Support Specialist, you will provide second-level technical support through the GlobalLink CCMS trouble-ticketing system, email, and occasionally by phone. You will investigate and troubleshoot customer-reported issues that cannot be resolved by the first-level support team, working closely with customers to isolate problems and provide resolution guidance.
Responsibilities:
- Provide second-level technical support for GlobalLink Vasont Inspire and GlobalLink Astoria
- Investigate and troubleshoot customer-reported issues
- Escalate complex technical issues to appropriate teams
- Deliver application training to customers through private webinars
- Record training sessions and manage access for user downloads
- Update training materials to reflect new software capabilities and releases
- Collaborate with internal teams, including the Director of Content and Application Support, GlobalLink Operations, Director of Content Services, and development heads for GlobalLink Vasont Inspire and GlobalLink Astoria
- Maintain clear, professional communication with customers
- Track and respond to support issues in a timely manner
Requirements:
- Ability to multitask in a fast-paced environment
- Work well with people from a variety of backgrounds and cultures
- Work independently and as part of a team
- Organized and ability to prioritize work items
- Strong problem-solving skills
- Committed to a high level of service
- Professional and superior written and spoken communication skills in English
- Proficient in Microsoft Word, Excel, Power Point, and Outlook
- Web conferencing tools
Benefits:
- Comprehensive benefits package including medical, dental, and vision insurance
- 401k matching
- Membership to child-care providers
- Other TransPerks
- Birthday off
Salary: Starting at $55,000