Triage Technology Service Engineer
Triage Technology Service Engineer
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Job Description
Job description
Overview
The Triage Technology Services Engineer is responsible for providing excellent technical assistance on GlobalLink suite of products. The role involves triaging support tickets handling cases directly and preventing Service Level Agreement (SLA) violations all while ensuring our client experience (CX) methodology is maintained to the highest standard.
Job Description
Serve as the first point of contact for clients providing clear communication and ensuring exceptional service throughout the ticket lifecycle
Efficiently manage prioritize and assess incoming support tickets to determine the appropriate action and urgency
Conduct initial ticket review and gather any needed information to assign ticket to the correct group
Monitor ticket queries via the ticketing system and assure the team responds to them in a timely manner
Monitor ticket workflows to ensure adherence to SLAs taking proactive steps to prevent violations and escalating issues as necessary
Personally manage and resolve select support tickets to maintain quick response times and high-quality client service
Assist with the administration of the ticketing system including managing business rules filters and dashboards to optimize support processes and team performance
Promptly notify Manager of possible support and capacity issues
Build understanding of GlobalLink technologies to better ensure proper ticket assignment
Train and guide less experienced colleagues on GlobalLink and other applications
Manage and generate licenses for some GlobalLink applications
Work in collaboration with other in the Solutions team to post and maintain client requirements or support procedures
Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor
Job requirements
Required Skills
Excellent oral and written communication skills in English
Strong critical thinking skills to analyze complex situations and make sound decisions
Proficiency in responding promptly to support-related emails phone calls and digital communications
Advanced proficiency with Windows operating system
Excellent interpersonal skills with a strong passion for collaboration and teamwork
Highly self-motivated detail-oriented and well-organized
Knowledgeable in customer experience (CX) methodologies with a strong commitment to delivering exceptional
Skilled at following procedures managing multiple priorities and meeting deadlines in dynamic fast-paced environments; strong technical background with quick adaptability to new technologies.
Ability to self-learn new technologies and skills based on documentation eLearning and simulated test scenarios
Required Experience & Qualifications
Bachelors Degree in Computer Sciences or equivalent professional experience in a similar position
Previous experience in or knowledge of Translation tools or Localization Engineering
Experience in technical support and bug reporting tools identifying documenting and tracking support issues and defects
Previous Product Support experience (2 years)
Desired Skills and Experience
Previous experience in or knowledge of Localization Practices
Working knowledge or experience in performing test scripts and understanding software testing methodologies
All done!
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Employment Type
Part-Time
