Technical Support Specialist
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.
We are seeking a Technical Support Specialist for a remote, work from home position.The Smartling Customer Support team provides exceptional technical support to our customers and platform users. Customer Support is responsible for managing, resolving, and preventing problems by providing consistent, top-notch customer service and product expertise. You're a great match if you are quick to learn a new product, analytical, and driven to help customers solve problems.
You Will
Provide best-in-class customer support via channels such as email, phone, and chat
Diagnose and solve customer problems, escalating when necessary
Troubleshoot software and network issues using tools like Splunk, FullStory, Chrome Developer Tools, and cURL
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
You Have
Customer-centric mindset and an affinity to solve problems
Capacity to empathize with users in a way that demonstrates you care about their issue and can be relied on to solve it
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
Knowledge of modern web technologies such as HTML and Javascript
Experience troubleshooting web technology such as HTML/CSS, JavaScript, AJAX, etc
Some working knowledge of RESTful APIs
Experience with web development tools, such as Firebug and Chrome Developer Tools
Minimum 2 years experience in a similar customer support role
A home office setup conducive for working remotely, and the ability to work effectively as a remote team member*
Preferred but not required
Experience with customer service platforms, such as Zendesk
Experience with translation, localization, and internationalization processes
You are
Results-focused. Center on professional and personal growth
Enthusiastic. A fun and energetic co-worker
An analytical thinker. “If there is a problem I have a solution” attitude
Customer-focused. Passionate for client success at all times
Detail-oriented. Supremely well organized with attention to detail
A Team Player. Ability to work effectively and cross-functionally within all levels of management, both internally and externally
You Will Enjoy
Freedom 🏡 - we are remote first
Growth - an opportunity to learn and advance your career
Wealth 💰 - we offer a competitive salary and 401(k) + company match
Wellness - medical, dental, and vision insurance for you and your family
Balance - flexible PTO + 11 holidays; generous parental leave
Culture 🤝- an energetic, value-driven, and fun culture and team spirit
Bonus - employee referral program and apple equipment
We are considering candidates based in Eastern and Central time zones at this time.
Smartling is proud to be an equal opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences.
We use E-verify platform for the work authorization verifications.
The US national pay range for this role is $50,000-$75,000. Final offer amounts are determined by multiple factors, including geographic locations as well as candidate experience and expertise, and may vary from the amounts listed.
*To work from home, you must have a strong internet connection, quiet space, and a professional (distraction and clutter-free) background.
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