Level 2 Customer Support Specialist

Us York, United StatesOn-site

Responsibilities

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.
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

With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100 certified.
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.
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 .

benefits package including medical, dental, and vision insurance, 401k matching, membership to child-care providers, and other TransPerks.
Compensation Starting at: 55k

For more information, please visit our website at www.transperfect.com .
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 ou our website at www.transperfect.com .

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.
Level 2 Customer Support Specialist 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.
TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong.
Summary: A GlobalLink CCMS Support Technician provides technical support to customers who need assistance with GlobalLink Vasont Inspire and GlobalLink Astoria.
In this role, you provide second-level technical 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.