Our client is a mid-size translation provider committed to empowering immigrant and LEP communities through language access in different sectors; providing localization translation and interpretation services in more than 150 languages.
Full-time/ Permanent contract/ Remote based in Asia or Eastern Europe/ Local working hours
Summary
The Customer Technical Support Specialist will be responsible for providing exceptional technical support to our clients, ensuring timely and effective resolution of their technical issues. You will collaborate with team members across different time zones to maintain comprehensive support coverage, ensuring our clients experience minimal downtime and maximum operational efficiency.
Responsibilities
Client Support & Troubleshooting
- Provide technical support to clients during working hours, ensuring prompt and efficient responses to inquiries and issues.
- Troubleshoot and resolve technical issues with a focus on minimizing client disruptions.
- Respond to tickets and inquiries in line with SLA goals, ensuring fast acknowledgment and resolution.
- Collaborate with cross-functional teams to escalate critical issues and work towards implementing solutions.
- Analyze and interpret system traces and logs from various platforms to accurately identify and diagnose the root causes of reported issues.
Support Operations & Process Optimization
- Contribute to maintaining and updating support documentation, including troubleshooting guides, FAQs, and process workflows.
- Assist in the development and refinement of internal support procedures to improve efficiency and client satisfaction.
- Monitor the status of ongoing support cases, ensuring that issues are resolved within the required timeframes.
- Help identify opportunities for process improvement to streamline support workflows and enhance overall system performance.
Collaboration & Cross-Team Coordination
- Collaborate with internal teams to ensure that systems and processes are operating effectively and meet client needs.
- Participate in post-incident reviews to analyze root causes and identify opportunities for improvement in future support interactions.
- Coordinate with team members in different time zones to ensure 24/7 support coverage.
- Ensure smooth handover of cases between shifts, documenting relevant client issues to maintain continuity across support teams.
- Support testing activities related to system updates, ensuring proper functionality before deployment to clients.
Requirements
- Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience).
- Advanced level of English
- Strong communication skills and the ability to convey technical information clearly to clients and team members.
- Familiarity with Python, JavaScript, or PHP (a plus)
- Familiarity with IT support systems, ticketing tools, and customer service best practices.
- Proficiency in troubleshooting software, hardware, and system issues.
- Ability to collaborate with teams from diverse time zones and work within a global support system.
- Ability to handle multiple tasks concurrently and work efficiently under pressure.
- Strong attention to detail and commitment to delivering high-quality client support