Premium Support Product Specialist, TransPerfect

• Ability to work independently
• Able to influence both internal and external stakeholders
• Demonstrated proficiency in typing and grammar
• Ability to speak and write clearly and accurately
• Proper phone etiquette
• Effective listening skills
• Strong analytical skills
• Multi-tasking capabilities
• Flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework
• Knowledge of customer service principles and practices
• Knowledge about computer fundamentals, web applications and browsers
• Willingness to co-operate with others and work to the greater good
• Capable of assisting team members
• Good problem-solving skills and ability to work well under pressure and meet tight deadlines
• Minimum Bachelor’s degree or its equivalent
• Strong Computer fundamentals with basic knowledge about Internet, Browsers and MS Office Suite 
• 3+ years of phone, email support experience in IT Service Desk\Product Support
• Ability to drive Severity 1 and Severity 2 scenarios, escalations

Desirable

• Work with dedicated Premium/Hyper care clients to provide a high level of white glove servicing meeting the SLA and OLA associated with the tickets
• Develop business relationships with the customer's technical and management staff and support the customer by gaining first-hand knowledge of the TI system, configuration and business needs
• Use this familiarity to accelerate response time to requests and ensure that solutions are tailored to meet customer expectations
• Listen to the needs of their customer for opportunity discovery and forward to the appropriate internal team (Sales, Services) for further development
• Deliver exceptional service and support to end-users using an online Manage Engine ticketing system
• Organize ideas and communicate oral messages appropriate to listeners and situations 
• Stay current with system information, validate process changes, client updates and share with team, ensuring standard processes and procedures and followed across floor and report observed errors and gaps.
• Develop thorough understanding on the range of products supported, service levels and ITSM ticketing tool
• Serve as a liaison between Solution Engineering Team and clients and various internal teams to drive tickets to closure
• Ensure zero SLA breaches, timely progress on all requests, equal work division and that the set processes are being followed without errors
• Create knowledge base article
• Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor
• Participate in all required UAT testing
• Complete all assigned training in a timely manner
• Capture processes and submit for Knowledge Base