Triage Technology Services Engineer
Communications Critical Thinking Self Motivated
Tổng quan về công việc và trách nhiệm
- Serve as the first point of contact for clients, providing clear communication and ensuring exceptional service throughout the ticket lifecycle - Efficiently manage, prioritize, and assess incoming support tickets to determine the appropriate action and urgency - Conduct initial ticket review and gather any needed information to assign ticket to the correct group - Monitor ticket queries via the ticketing system and assure the team responds to them in a timely manner - Monitor ticket workflows to ensure adherence to SLAs, taking proactive steps to prevent violations and escalating issues as necessary - Personally manage and resolve select support tickets to maintain quick response times and high-quality client service - Assist with the administration of the ticketing system, including managing business rules, filters, and dashboards to optimize support processes and team performance - Promptly notify Manager of possible support and capacity issues - Build understanding of GlobalLink technologies to better ensure proper ticket assignment - Train and guide less experienced colleagues on GlobalLink and other applications - Manage and generate licenses for some GlobalLink applications - Work in collaboration with other in the Solutions team to post and maintain client requirements or support procedures - Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor
Kỹ năng và kinh nghiệm tối thiểu
- Excellent oral and written communication skills in English - Strong critical thinking skills to analyze complex situations and make sound decisions - Proficiency in responding promptly to support-related emails, phone calls, and digital communications - Advanced proficiency with Windows operating system - Excellent interpersonal skills with a strong passion for collaboration and teamwork - Highly self-motivated, detail-oriented, and well-organized - Knowledgeable in customer experience (CX) methodologies, with a strong commitment to delivering exceptional - Skilled at following procedures, managing multiple priorities, and meeting deadlines in dynamic, fast-paced environments; strong technical background with quick adaptability to new technologies. - Ability to self-learn new technologies and skills based on documentation, eLearning, and simulated test scenarios - Bachelor’s Degree in Computer Sciences or equivalent professional experience in a similar position - Previous experience in, or knowledge of, Translation tools or Localization Engineering - Experience in technical support and bug reporting tools, identifying, documenting and tracking support issues and defects - Previous Product Support experience (2+ years)
Tại sao ứng viên nên làm ở đây
- Benefits will be shared in details for successful candidates
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