Level 2 Customer Support Specialist

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Level 2 Customer Support Specialist

Who We Are:

Trans Perfect is the world's largest provider of language services and technology solutions for global business. From offices in over 100 cities on six continents, Trans Perfect offers a full range of services in 170+ languages to clients worldwide. More than 5,000 global organizations employ Trans Perfect's Global Link technology to simplify management of multilingual content. With an unparalleled commitment to quality and client service, Trans Perfect is fully ISO 9001 and ISO 17100 certified.

Trans Perfect has global headquarters in New York, with regional headquarters in London and Hong Kong. For more information, please visit our website at

Vasont Systems, a division of Trans Perfect, provides component content management software (CCMS) and XML data services, enabling organizations to manage and reuse content effectively, especially for multilingual and complex publications.

Summary:

A Global Link CCMS Support Technician provides technical support to customers who need assistance with Global Link Vasont Inspire and Global Link Astoria. In this role, you provide second-level technical support through the Global Link CCMS trouble-ticketing system, through email, and occasionally by phone. When a customer-reported problem cannot be resolved by Trans Perfect's first-level support team, you become the principal investigator.

Working together with the customer, you isolate the problem and provide guidance on its resolution.

What You Will Be Doing:

* Provide second-level technical support for Global Link Vasont Inspire and Global Link Astoria through the Global Link CCMS trouble-ticketing system, email, and phone.

* 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.

* Escalate complex technical issues to appropriate teams, including Operations, Solution Engineering, and Software Engineering, as needed.

* Deliver application training to customers through private webinars, ensuring accuracy and completeness of materials.

* 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, Global Link Operations, Director of Content Services, and development heads for Global Link Vasont Inspire and Global Link Astoria.

* Maintain clear, professional communication with customers, demonstrating strong written and verbal skills.

* Track and respond to support issues in a timely manner while exercising good judgment in assessing customer needs.

Required Experience

* 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

Desired Skills and Experience

* Candidates with an interest in XML and customer support will find this position challenging and rewarding

Where Your Career Is Going:

At Trans Perfect, there are a lot of growth opportunities. All departments offer career growth and development that can combine your skills, interest and experience. We encourage our employees to have a continuous dialogue with management about growth opportunities throughout your tenure with the company. End your job search and find your career at Trans Perfect #careers

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Why Trans Perfect:

For more than 25 years, we have honed a culture where all kinds of ideas are shared and new ventures are not only welcomed, but also encouraged. In this fast-paced…