Senior Technical Support Specialist

As a trusted global transformation partner, Welocalize accelerates the global business journey by enabling brands and companies to reach, engage, and grow international audiences. Welocalize delivers multilingual content transformation services in translation, localization, and adaptation for over 250 languages with a growing network of over 400,000 in-country linguistic resources. Driving innovation in language services, Welocalize delivers high-quality training data transformation solutions for NLP-enabled machine learning by blending technology and human intelligence to collect, annotate, and evaluate all content types. Our team works across locations in North America, Europe, and Asia serving our global clients in the markets that matter to them. www.welocalize.com

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Talent Community Manager is a crucial member of the Global Talent Community team, responsible for spearheading knowledge dissemination and strategic planning regarding programs and initiatives. They will take charge of projects and ensure their successful implementation. Serving as a strategic leader, they will drive the strategy within their designated focus area and provide valuable insights for decision-making processes. Constant innovation in both their work methods and team collaboration is a key aspect of their role. They are expected to embody the Welocalize Four Pillars of Customer Service, Quality, Innovation, and Global Teamwork in all their endeavors.

The ideal candidate will have a strong background in text-based support, having worked as an agent proficient in resolving tickets, recognizing process improvements, and showcase critical thinking skills while handling change management. They will offer exceptional customer service to our global supplier base, predominantly utilizing our ticketing and knowledge management system, Zendesk.

Main Duties

• Provide fast, efficient text based support solving various platform issues.
• Recognizing and reporting on support trends and helping problem solve solutions.
• Uphold the Welocalize brand and 4 Pillars of Customer Service, Quality, Innovation, and Global Teamwork.
• Demonstrate ownership of functional area when creating business cases to support talent initiatives
• Represent the company and the Welocalize brand
• Innovate strategies for the owned functional project
• Support functional strategy definition and implementation (online and offline)
• Provide analysis and valuable results from all initiatives
• Act as escalation point for issues with team members or within the function
• Ability to have technical conversations and use data to drive change in other departments

Requirements

• Bachelor's degree (B. A.) from a college or university in related field, or equivalent combination of education and experience.
• Minimum of 3 years of relevant experience
• Experience with Zendesk or other support management system. Demonstrated proficiency in using Zendesk or similar customer support platforms for ticket management, knowledge base creation, and reporting.
• Experience in a customer support role, solving issues at speed and scale. Ability to handle customer inquiries, complaints, and escalations professionally and efficiently.
• Experience in a fast-paced, client-centric environment, ability to adapt to business needs
• Taking the initiative to proactively assess and mitigate risks
• Ability to prioritize ongoing projects based on business needs and urgencies that arise
• Fluency in written and verbal English
• Strong computer literacy, MS Office, e-mail, internet

Key Competencies

• Ability to stay organized and informed in such an environment
• Good communication skills, attention to detail, and self-driven with the ability to meet tight deadlines
• An objective, problem-solving mindset, mental flexibility and a “can do” attitude, possessing a solution-oriented approach to every challenge
• Enjoys working in a team and derives energy from being within a team, while contributing to the team's success
• Team player with the ability to problem-solve and show initiative
• Believes in teamwork and the goal of contributing to the whole team's success
• Proven ability to learn new processes and tools