Level 2 Customer Support Specialist

transperfect; Philadelphia (Philadelphia County); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k matching

Birthday off

Child-care provider membership

Job summary

TransPerfect, a global leader in language services, seeks a GlobalLink CCMS Support Specialist to assist customers using Vasont Inspire and Astoria. You will provide second-level support via ticketing, email, and phone, troubleshoot issues, and guide customers to solutions.

You'll deliver targeted application trainings, keep training materials current, and collaborate with cross-functional teams to ensure high-quality service while maintaining professional communication with clients.

Qualifications

• Ability to multitask in a fast-paced environment.
• Excellent written and oral communication in English.
• Strong organization and prioritization skills.
• Ability to work independently and in a team.
• Proactive problem solving and customer focus.

Responsibilities

• Provide second-level support for GlobalLink Vasont Inspire and GlobalLink Astoria through the CCMS system, email, and phone.
• Investigate and troubleshoot issues with customers to isolate problems and guide resolution.
• Escalate complex issues to Operations, Solution Engineering, and Software Engineering as needed.
• Deliver application training to customers through private webinars with accurate 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 Directors and heads of GlobalLink Vasont Inspire and Astoria.
• Maintain clear, professional communication with customers and respond timely.

Skills

Multitasking

Communication (written)

Teamwork

Organizational skills

Problem solving

English proficiency

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Web conferencing tools

Job description

Who We Are:

TransPerfect is the world's largest provider of language services and technology solutions for global business. From offices in over 100 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. More than 5,000 global organizations employ TransPerfect's GlobalLink® technology to simplify management of multilingual content. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100 certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong. For more information, please visit our website at www.transperfect.com.

Vasont Systems, a division of TransPerfect, 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 GlobalLink CCMS Support Specialist provides support to customers who need assistance with GlobalLink Vasont Inspire and GlobalLink Astoria. In this role, you provide second-level support through the GlobalLink CCMS trouble-ticketing system, through email, and occasionally by phone. When a customer-reported problem cannot be resolved by TransPerfect’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 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.

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 TransPerfect, 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 TransPerfect #careersNOTjobs.

Why TransPerfect:

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 environment, employees are intellectually stimulated so they can grow alongside the organization. From Intern to President, we believe that every single employee should have a voice and contribute to the amazing services we offer our clients.

We also offer a comprehensive benefits package including medical, dental, and vision insurance, 401k matching, membership to child-care providers, and other TransPerks. You even get your birthday off because let's face it, we're stoked that you were born.

TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law

For more information on the TransPerfect Family of Companies, please visit our website at www.transperfect.com.