Smartling is hiring a
Technical Support Specialist, Remote - United States

Summary

The job is for a Technical Support Specialist at Smartling, a rapidly growing company specializing in localization and translation. The role involves providing exceptional technical support to customers, troubleshooting issues, collaborating with teams, and contributing to process improvement. The candidate should have a third-level technical education, experience in a B2B customer support role, knowledge of web technologies, and the ability to work remotely.

Requirements

• Third-level technical education via degree or certification
• Demonstrated experience working in a B2B customer support role and delivering against key support KPIs
• 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
• Customer-centric mindset and an affinity for solving problems
• Capacity to empathize with users in a way that demonstrates you care about their issue and can be relied on to solve it
• Knowledge of web technologies, including HTML, CSS, JavaScript, AJAX and HTTP
• Experience troubleshooting web applications and technology
• Working knowledge of RESTful APIs
• Experience with web development tools, such as Firebug and Chrome Developer Tools

Responsibilities

• Provide best-in-class technical support via email
• Be comfortable with taking phone calls as required for urgent or escalated issues to resolve problems
• Diagnose and solve customer problems, escalating when necessary
• Troubleshoot software and network issues using tools like Splunk, FullStory, Chrome Developer Tools, curl and Postman
• 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

Preferred Qualifications

• Experience with web servers such as Nginx
• Experience with content management systems (CMS) such as Adobe AEM, WordPress and Contentful
• Experience with customer service/ticketing platforms, such as Zendesk

Benefits

• 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 - health insurance; free medical plan 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