Premium Support Product Specialist, TransPerfect

• Ability to work independently
• Ability to influence both internal and external stakeholders especially with customers and sales-force
• Effective written and verbal communication skills in English
• Excellent 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
• Willingness to work collaboratively with others
• Ability to support and assist other 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 of Internet, browsers and MS Office Suite
• 3+ years prior experience providing support by phone or email within IT Service Desk or Product Support environment
• Ability to drive Severity 1 and Severity 2 scenarios, escalations
• Desired Skills & Experience

Desirable

• The Premium Support Product Specialist II is responsible for providing advanced technical support to customers with Premium Support agreements
• They work to resolve complex technical issues and ensure high-levels of customer satisfaction
• The Premium Support Product Specialist II provides application support to end-users, i.e. Internal Clients, by performing requested tasks and analyzing issues whilst guiding customers through step-by-step solutions
• Solutions may include, but are not limited to resolving access issues, setting up the study workspace, configuration validation, solving issues relating to emails, browsers, system infrastructure, application's infrastructure, archives, navigation around application features, menus, and functional queries
• Support is provided by clearly communicating solutions in a user-friendly, professional manner
• You'll work with dedicated Premium/Hypercare clients to provide a high-level of white glove servicing meeting the Service Level Agreement (SLA) and Operational Level Agreement (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 Trial Interactive (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 this to the appropriate internal teams, i.e. Sales, Services, for further development
• Deliver exceptional service and support to end-users using an online Manage Engine ticketing system
• Organize ideas and communicate verbal messages appropriate to listeners and situations
• Keep up to date with the latest information systems
• Validate process changes, client updates and share these with the wider team, ensuring standard processes and procedures are adhered to and report observed errors and gaps
• Develop thorough understanding on the range of products supported, service levels and IT Service Management (ITSM) ticketing tool
• Serve as a liaison between the Solution Engineering team, clients and various internal teams to drive tickets to closure
• Ensure zero Service Level Agreement (SLA) breaches, timely progress on all requests, equal work division and that the set processes are being followed without errors
• Create knowledge base article for the Premium Support team members
• Participate in all required User Acceptance Testing (UAT)
• Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor