Level 2 Customer Support Specialist

TransPerfect is the worlds 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 5000 global organizations employ TransPerfects 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.

A GlobalLink CCMS Support Specialist provides support to customers who need assistance with GlobalLink Vasont Inspire and GlobalLink 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 TransPerfects first-level support team you become the principal investigator. Working together with the customer you isolate the problem and provide guidance on its resolution.

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.

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

Candidates with an interest in XML and customer support will find this position challenging and rewarding

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.

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 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 lets face it were 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 .