Technical Support Specialist, Smartling

• 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*

Desirable

• We are seeking a Customer Support Specialist for a remote, work from home position
• 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