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. 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. 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. Summary: 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. What You Will Be Doing: · 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. Required 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 . 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. Why TransPerfect: 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 encouraged. In 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 let's face it, we're stoked that you were born.