Note: The job is a remote job and is open to candidates in USA. TransPerfect provides language services and technology solutions, including GlobalLink content management software through its Vasont Systems division. The Level 2 Customer Support Specialist provides second-level support for GlobalLink Vasont Inspire and GlobalLink Astoria, investigates and resolves customer issues, escalates complex problems, and delivers application training and support communications.
Responsibilities
- Provide second-level support for GlobalLink Vasont Inspire and GlobalLink Astoria through the GlobalLink 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 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, GlobalLink Operations, Director of Content Services, and development heads for GlobalLink Vasont Inspire and GlobalLink 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
Skills
- · 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
- · Candidates with an interest in XML and customer support will find this position challenging and rewarding
Benefits
- Career growth and development opportunities
- Medical insurance
- Dental insurance
- Vision insurance
- 401k matching
- Membership to child-care providers
- Other TransPerks
- Birthday off
Company Overview