About the Role

This is a hands-on position that requires an excellent communicator with a solid ability to work as a team. The successful candidate will be responsible for supporting a large number of users in a fast paced environment, initially responding to support tickets and undertaking an immediate effort in order to restore a failed service or to perform basic level system configuration. Through tasks and projects the candidate will apply existing knowledge of the technology, products and skills as well as ensure excellent customer satisfaction.

The ideal candidate will be highly motivated and will preferably have experience in a similar role.

Key responsibilities include

Support activities:

 

• Provide an initial response to support tickets raised by the users
• Pro-actively and independently resolve common technical issues and system failures (tasks in Translation Workflow Automation systems that have fallen in ‘error’ stages which require corrective action).
• Assist less senior member of the teams with queries
• Perform initial investigation and escalate support tickets to Language Delivery Technology Services Accounts Leads or appropriate departments and follow the progress until the technical resolution is achieved

 

 

Implementation and Configuration activities:

 

• Independently perform basic configuration task such as granting users access to the system, modify the existing Translation system workflow or modify costing information
• Assist more senior Application Specialists with tasks such as, gathering new requirements for existing or new implementations and contribute to the configuration as well as testing
• Ability to autonomously prioritize tasks based on the overall impact of the system failures or complexity of the new requirements for the end user

 

Process and Knowledge Building activities

 

• Ensures that relevant project documentation is updated and maintained and that changes are communicated to the extended project team

 

Communication and Relationships activities:

 

• Answer user questions about the system
• Provide regular updates to users about their requests through excellent verbal and written adapted communication to the audience
• Builds trustful relationships with peers and technology users alike by attending account meetings for example and identify efficiency gains on the current process such as adding/removing translation workflow steps or ways to ensure that support cases capture all the information required

What to bring

• Acute attention to details
• Ability to follow departmental and project specific processes
• Make suggestions on existing processes to increase the overall efficiency
• Collaborative style
• The will to extend your technical knowledge
• Proven methodical problem solving skills
• Keen interest for technology
• Basic hardware and networking knowledge
• Basic Knowledge of Microsoft Windows Operating Systems
• Advanced Knowledge of Microsoft Office

Nice to have

• Incident Management Portal experience (Salesforce, BMC, etc…)
• Basic knowledge of encoding and Windows file system
• SQL Knowledge
• HTML and XML  fundamentals
• Previous CAT Tool experience
• Knowledge of localisation processes
• Scripting, Macros or programming skills (C,.Net Framework)

You will be a great fit if

• You like a challenging but rewarding fast-paced environment
• You love working with some of the top global brands
• You love finding solutions to complex problems
• You are willing to develop your technical skills

Education and Experience

• University Degree
• Previous experience in a similar role