二级客户支持专员
Level 2 Customer Support Specialist
我们是谁：
TransPerfect 是全球最大的语言服务和技术解决方案提供商，为全球企业提供服务。从六大洲超过 100 个城市的办公室，TransPerfect 向全球客户提供 170 多种语言的全方位服务。超过 5000 家全球组织使用 TransPerfect 的 GlobalLink® 技术来简化多语言内容的管理。凭借对质量和客户体验的无与伦比的承诺，TransPerfect 已通过 ISO 9001 和 ISO 17100 认证。TransPerfect 总部位于纽约，同时在伦敦和香港设有区域总部。更多信息，请访问我们的网站。
Vasont Systems 是 TransPerfect 的一个部门，提供组件内容管理系统（CCMS）和 XML 数据服务，使组织能够有效管理和复用内容，特别是针对多语言和复杂出版物。
职位简介：
GlobalLink CCMS 支持专家为需要帮助使用 GlobalLink Vasont Inspire 和 GlobalLink Astoria 的客户提供支持。在此职位中，您将通过 GlobalLink CCMS 故障工单系统、电子邮件以及偶尔通过电话提供二级支持。当客户报告的问题无法由第一级支持团队解决时，您将成为主要调查人员。与客户合作，您将隔离问题并提供解决指导。
您将负责以下工作：
- 通过 GlobalLink CCMS 故障工单系统、电子邮件和电话为 GlobalLink Vasont Inspire 和 GlobalLink Astoria 提供二级支持。
- 调查并排查无法由一级支持团队解决的客户报告问题，与客户紧密合作以隔离问题并提供解决指导。
- 在需要时将复杂问题升级至相应的团队，包括运营、解决方案工程和软件工程团队。
- 通过私人网络研讨会为客户进行应用培训，确保材料的准确性和完整性。
- 录制培训课程并管理用户下载的权限。
- 更新培训材料以反映新的软件功能和版本发布。
- 与内部团队合作，包括内容与应用支持总监、GlobalLink 运营、内容服务总监以及 GlobalLink Vasont Inspire 和 GlobalLink Astoria 的开发负责人。
- 与客户保持清晰专业的沟通，展示良好的职业素养。
查看英文原文
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 .
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.
Originally posted on Himalayas