Premium Support Product Specialist II

TransPerfect; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

TransPerfect seeks a Premium Support Product Specialist II in New York to provide advanced technical support to Premium Support customers. This role focuses on resolving complex issues and ensuring high customer satisfaction through effective communication and problem-solving skills. Join a leading company recognized for its exceptional employee culture and benefits.

Benefits

Medical, dental, and vision insurance

401k matching

Child-care membership

Birthday off

Qualifications

• Minimum 3 years of experience in IT Service Desk or Product Support.
• Ability to work independently and collaboratively.
• Strong computer fundamentals with knowledge of Internet, browsers, and MS Office.

Responsibilities

• Provide advanced technical support to customers with a high level of service.
• Resolve complex technical issues and guide customers step-by-step.
• Serve as a liaison between various internal teams to ensure ticket closure.

Skills

Analytical skills

Effective communication skills

Problem-solving skills

Multi-tasking capabilities

Customer service principles

Education

Bachelor’s degree or equivalent

Job description

Premium Support Product Specialist II page is loaded

Premium Support Product Specialist II

Apply locations US-New York, NY (1250 Broadway) time type Full time posted on Posted Yesterday job requisition id R2025-241305

TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

Who We Are:

TransPerfect was founded with a mission to help the world's businesses navigate the global marketplace. Today, we have grown to be an industry leader organization by helping clients globalize their business no matter what service they might need. TransPerfect provides a full array of language and business support services, including translation, multicultural marketing, website globalization, legal support, life science and any kind of technology solution.

What You Will Be Doing:

The Premium Support Product Specialist II is responsible for providing advanced technical support to customers with Premium Support agreements. They work to resolve complex technical issues and ensure high-levels of customer satisfaction. The Premium Support Product Specialist II provides application support to end-users, i.e. Internal Clients, by performing requested tasks and analyzing issues whilst guiding customers through step-by-step solutions. Solutions may include, but are not limited to resolving access issues, setting up the study workspace, configuration validation, solving issues relating to emails, browsers, system infrastructure, application's infrastructure, archives, navigation around application features, menus, and functional queries. Support is provided by clearly communicating solutions in a user-friendly, professional manner.

• Work with dedicated Premium/Hypercare clients to provide a high-level of white glove servicing meeting the Service Level Agreement (SLA) and Operational Level Agreement (OLA) associated with the tickets

• Develop business relationships with the customer's technical and management staff and support the customer by gaining first-hand knowledge of the Trial Interactive (TI) system, configuration and business needs

• Use this familiarity to accelerate response time to requests and ensure that solutions are tailored to meet customer expectations

• Listen to the needs of their customer for opportunity discovery and forward this to the appropriate internal teams, i.e. Sales, Services, for further development

• Deliver exceptional service and support to end-users using an online Manage Engine ticketing system

• Organize ideas and communicate verbal messages appropriate to listeners and situations

• Keep up to date with the latest information systems

• Validate process changes, client updates and share these with the wider team, ensuring standard processes and procedures are adhered to and report observed errors and gaps

• Develop thorough understanding on the range of products supported, service levels and IT Service Management (ITSM) ticketing tool

• Serve as a liaison between the Solution Engineering team, clients and various internal teams to drive tickets to closure

• Ensure zero Service Level Agreement (SLA) breaches, timely progress on all requests, equal work division and that the set processes are being followed without errors

• Create knowledge base article for the Premium Support team members

• Participate in all required User Acceptance Testing (UAT)

• Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor

Who We Are Looking For:

Your experience includes:

Required Skills & Experience

• Ability to work independently

• Ability to influence both internal and external stakeholders especially with customers and sales-force

• Effective written and verbal communication skills in English

• Excellent phone etiquette

• Effective listening skills

• Strong analytical skills

• Multi-tasking capabilities

• Flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework

• Knowledge of customer service principles and practices

• Willingness to work collaboratively with others

• Ability to support and assist other team members

• Good problem-solving skills and ability to work well under pressure and meet tight deadlines

• Minimum Bachelor’s degree or its equivalent

• Strong computer fundamentals with basic knowledge of Internet, browsers and MS Office Suite

• 3+ years prior experience providing support by phone or email within IT Service Desk or Product Support environment

• Ability to drive Severity 1 and Severity 2 scenarios, escalations

Desired Skills & Experience

• Basic knowledge in Microsoft SQL Server (MSSQL), Transact Structured Query Language (TSQL)

• Experience working on Single Sign-On (SSO) systems

Why TransPerfect:

For more than 30 years, TransPerfect has 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.

About Us

TransPerfect is the world’s largest provider of language services and technology solutions for global business. From offices in over 90 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. More than 4,000 global organizations employ TransPerfect’s GlobalLink Product Suite 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 .

To learn more about our company culture, please watch our videos below: