Level 2 Customer Support Specialist

TransPerfect•Philadelphia, PA

2d•Hybrid

About The Position

TransPerfect is the world's largest provider of language services and technology solutions. Vasont Systems, a division of TransPerfect, provides component content management software (CCMS) and XML data services. 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.

Requirements

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

Nice To Haves

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

Responsibilities

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.