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!
Customer Success Expert (localization industry)
1500 USD per month
Full-Time Job
to 04.03.2021
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
Specialists' Offers Customer
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