Smartling is hiring a
Technical Support Specialist in United States

Summary

Smartling is seeking a Technical Support Specialist for a remote position to provide exceptional customer support via various channels, troubleshoot software issues, collaborate with teams, and contribute to process improvement. The candidate should have knowledge of modern web technologies, experience in a similar role, and a home office setup suitable for remote work.

Requirements

• 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*

Responsibilities

• Provide best-in-class customer support via 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
• 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

Preferred Qualifications

• Experience with customer service platforms, such as Zendesk
• Experience with translation, localization, and internationalization processes

Benefits

• Freedom - we are remote first
• Growth - an opportunity to learn and advance your career
• Wealth - 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