Job description

We are looking for a Customer Experience Desk Executive to work within SDL’s Translation Productivity Community team out of our Cluj-Napoca office. The role will be mainly online helping users of our Translation Productivity tools but could involve occasional travel and attendance at SDL events.

The position is for 1 year maternity leave with the possibility to be extended to 2 years maternity leave

The essential duties of the Customer Experience Desk Executive will be to:

• Respond to comments and customer queries through Live Chat, the SDL Community and approved social channels in a timely manner
• Respond to customer queries received via contact us forms and designed email addresses in a timely manner
• Manage enquires related to desktop product general info, sales, product general usage (eg. Licesing, features, installation), refunds, webinars, events etc.
• Deliver outstanding customer service – understand customer needs and provide the best solution or escalate/redirect to the relevant contact
• Develop and maintain a good knowledge and understanding of SDL Translation Productivity products
• Participate as a member of SDL Translation Productivity Team , Collaborate with the team to support growth of the market
  Collaborate with the Technical Support team to report problems in the software and to escalate licensing or installation difficulties
• Escalate matters of inconsistency and communicate with other team when new situations arise that could impact the customer experience
• Present the SDL products and support desktop customers at road shows and other events if required
• Help testing apps from the appstore for the main product
• Learn and apply regex- regular expressions (.net)
• Answer clients on the community to any technical and non-technical questions. If necessary, test the clients' documents and reproduce the steps followed by the clients in order to determine if it is a technical case or an error in the use of the software- lower level of difficulty of queries
• It takes constant care to possess sufficient knowledge regarding the applications in the SDL appstore and in case of error reproduction reports to the SDL APPStore dev. team
• Typically work from 37 to 40 hours a week, but the days and times will vary as we are striving to be open for business 24/7