Customer Success Expert (localization industry)

1500 USD per month
service_type Full-Time Job
date to 04.03.2021
We are experiencing exceptional growth in our customer base. To help us ensure their experience with our platform is productive and pleasurable, we are looking for a customer-oriented, technically-minded individual to play a Technical Expert role in our Customer Success team.

If you consider yourself a Technical Expert with knowledge or experience in the localization industry, are detail-oriented, analytical, and excited by helping customers resolve any problems they may encounter, we want to hear from you!
18.02.2021 in 12:17
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Job Details

1st Foreign Language

  • English

Foreign Language Proficiency

  • B2 (Upper Intermediate)

Field of activity

  • IT (Information Techknology)

Responsibilities

  • • Investigating, troubleshooting, and resolving a range of questions and issues escalated from the first line support • Configuring misc in-house TMS systems • Taking ownership of customer needs by following up with tickets, and escalating internally where necessary • Escalating and triaging technical issues with Development teams • Building and augmenting our internal Knowledge Base and external resources so that reoccurring solutions are documented to enhance the quality of our customer responses and reduce resolution time • Performing other operational and administrative support as requested by the business • From time to time acting as front-line for incoming support requests • Demonstrating leadership and autonomy in resolving complex technical problems, including escalations to the Development team

You ll get

  • ABOUT YOU: The ideal candidate must be self-motivated with the ability to operate autonomously in a dynamic environment. The ideal candidate must have experience working in geographically disperse and culturally diverse teams. • Supportive and eager to help • Relentless passion and contagious enthusiasm • 3+ years in 2-nd line IT-related customer support (software/systems integrations/cloud solutions preferred) • Solid understanding of continuous localization processes • Extensive knowledge and configuration experience of SDL Trados, memoQ, or other Translation Management Systems • Scripting or programming languages knowledge (in order to automate repeating routines) is a plus • Fluent written and spoken English (Upper-Intermediate as a minimum), other European languages is a plus • Degree or undergraduate degree (CS/EE preferred) • Experience with the following: HTML, HTTP, RESTful API, SQL, CURL • Self-starter with a sense of accountability but yet a team player • Ability to think on your feet and find fast or lateral solutions to technical issues • Willingness to learn and adapt • Ability to convey technical information effectively and analyze technical issues • Excellent analytical and exceptional customer service skills necessary • Flexible to be on-call via company-provided tools to respond to high-severity customer issues during non-standard business hours • Remote work experience
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