Level 2 GlobalLink CCMS Support Specialist

TransPerfect; Pittsburgh (Allegheny County); On-site; USD 50,000 - 61,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k matching

Birthday day off

Job summary

TransPerfect is seeking a Level 2 Customer Support Specialist to provide second-level technical support for GlobalLink Vasont Inspire and Vasont Astoria. You will work through the CCMS ticketing system, email, and phone to isolate problems with customers and guide resolution.

This role collaborates with Operations and Engineering teams, delivers application training via private webinars, maintains training materials, and ensures clear communication with clients.

Qualifications

• Ability to multitask in a fast-paced environment.
• Work 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

Responsibilities

• Provide second-level technical 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 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, GlobalLink Operations, Director of Content Services, and development heads for GlobalLink Vasont Inspire and GlobalLink Astoria.

Skills

Multitasking

Cross-cultural teamwork

Independent and team player

Organizational skills

Problem solving

Customer service

Written and spoken English

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook/Web conferencing

Job description

TransPerfect is seeking a Level 2 Customer Support Specialist to provide second-level technical support for GlobalLink Vasont Inspire and Vasont Astoria. You will work through the CCMS ticketing system, email, and phone to isolate problems with customers and guide resolution.

This role collaborates with Operations and Engineering teams, delivers application training via private webinars, maintains training materials, and ensures clear communication with clients.