Application Support Specialist

Summary

Join LanguageWire's Application Support team as an Application Support Engineer and collaborate with colleagues across global offices. You will handle tickets in support portals, resolving, reassigning, or prioritizing issues related to internally developed applications. Responsibilities include end-user and customer support, creating bug reports, reproducing issues, and documenting solutions. You will act as a liaison between the business, customers, and engineering teams. The role requires experience with ticketing systems, database understanding, basic coding skills, and excellent communication. LanguageWire offers a flexible work environment, various benefits, and a collaborative team culture.

Requirements

• Experience with customer ticketing systems like Zendesk, Freshdesk, Jitbit
• Understanding of databases and basic SQL skills
• Basic code understanding to be able to identify issues and read logs
• Ability to understand new systems and technologies quickly
• Eager to learn and a quick student who is passionate about technology
• Ability to work independently when needed but a team player at heart
• The ability to see the bigger picture and think outside the box
• Structured and able to organize to also make it easier to prioritize correctly
• Good communicator (able to communicate effectively and work remotely with the offices and colleagues based in different countries/time zones)
• Fluent in spoken and written English

Responsibilities

• Deal with tickets in our support portals, resolving, reassigning or prioritizing tickets related to our internally developed applications
• Handle the communication of application-related issues to the whole organization
• Provide end-user and customer support
• Create bug reports according to the issues reported
• Reproduce the issues and share your findings with our QAs within each team
• Share, learn and document solutions on our Wiki
• Act as the link between the business, our customers and our engineering teams
• Take ownership of tickets related with end-users and Internal Applications support using our portal(s)
• Identify problems, solve tickets, re-assign tickets to relevant departments, communication to other teams about IT related issues
• Provide support to customers using Zendesk, for some of our customer-facing applications
• Provide 2nd Level support, identify, prioritize issues and create bug reports and follow up with developers etc
• Act as the link between the business, Developers and QAs
• Document procedures

Preferred Qualifications

• Experience with software task management systems like JIRA, TFS, Azure DevOps
• Knowledge of translation software like translation memory, editorial tools, etc
• Experience in a similar role

Benefits

• Flat hierarchies, responsibility and freedom, direct feedback, and room to stand up for your own ideas
• Internal development opportunities, ongoing support from your People Partner, and an inclusive and fun company culture
• International company with over 400 employees. Offices in Copenhagen, Aarhus, Stockholm, Varberg, London, Leuven, Lille, Paris, Munich, Hamburg, Zurich, Atlanta, Finland and Valencia
• FlexiWire@home option for remote work
• Private health insurance
• Working in an international environment—more than 20 different nationalities
• A dog friendly atmosphere
• Big kitchen with access to organic fruits, nuts and biscuits and coffee
• Social area and game room (foosball table, darts, and board games)
• Bike and car parking