Technical Support Specialist

Summary

Join Smartling's growing customer support team as a remote Technical Support Specialist based in Ireland! You will provide best-in-class technical support via email and phone, diagnosing and solving customer problems, troubleshooting software and network issues, and collaborating with various teams. This role requires a third-level technical education, B2B customer support experience, and knowledge of web technologies. You'll be empowered to improve our product and processes. Smartling offers a competitive salary, health insurance, pension plan, flexible PTO, paid sick and parental leave, and a supportive remote-first culture.

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
• A home office setup conducive for working remotely, and the ability to work effectively as a remote team member

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
• Experience with translation, localization, and internationalization processes

Benefits

• Freedom 🏡- we are remote-first
• Growth - an opportunity to learn and advance your career
• Wealth 💰 - we offer a competitive salary
• Wellness - company-sponsored Health insurance plan & pension plan with company matching
• Balance - flexible PTO + bank holidays, paid sick and parental leave
• Culture 🤝- an energetic, value-driven, and fun culture and team spirit
• Bonus - employee referral programs and Apple equipment