Technical Support Specialist - Remote

Overview

Smartling was founded 14 years ago to make localization and translation seamless. Today, Smartling is rapidly growing, profitable and backed by Battery Ventures, a global technology-focused investment firm, supporting company growth and expanding our market share and leadership position. We are the only cloud-based, AI-enabled translation platform that combines a Neural Machine Translation Hub and professional language services; empowering teams to collaborate in real-time to create multilingual experiences customers love.

In Short

• Provide best-in-class technical support via email.
• Be comfortable with taking phone calls as required for urgent or escalated issues to resolve problems.
• Diagnose and solve customer problems, escalating when necessary.
• Troubleshoot software and network issues using tools like Splunk, FullStory, Chrome Developer Tools, curl and Postman.
• Direct users to relevant product documentation and resources as questions arise, empowering customers to be better Smartling users.
• Identify gaps in resources and documentation to support future issue deflection.
• Collaborate across teams, including Customer Success, Engineering and Product to solve problems and support our customers.
• Plan, organize, and prioritize your work.
• Advocate for product improvement and change.
• Proactively contribute to process and service quality improvement.

Requirements

• Third-level technical education via degree or certification.
• Demonstrated experience working in a B2B customer support role and delivering against key support KPIs.
• Ability to make decisions to provide quick and accurate resolutions to users.
• Ability to explain complex problems in simple terms.
• A desire to deliver a best-in-class customer support experience.
• Customer-centric mindset and an affinity for solving problems.
• Capacity to empathize with users in a way that demonstrates you care about their issue and can be relied on to solve it.
• Knowledge of web technologies, including HTML, CSS, JavaScript, AJAX and HTTP.
• Experience troubleshooting web applications and technology.
• Working knowledge of RESTful APIs.
• Experience with web development tools, such as Firebug and Chrome Developer Tools.
• A home office setup conducive for working remotely, and the ability to work effectively as a remote team member.

Benefits

• Freedom - we are remote-first.
• Confidence - Permanent contract with the potential for advancement, providing stability and security.
• Growth - an opportunity to learn and advance your career.
• Wealth - we offer a competitive salary.
• Wellness - private medical subscription plan & other benefits.
• Balance - flexible PTO + bank holidays.
• Culture - an energetic, value-driven, and fun culture and team spirit.
• Bonus - employee referral programs and Apple equipment.