Technical Support Specialist

| Remote
Employer Provided Salary: 50,000-75,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Overview

Smartling was founded 14 years ago to make localization and translation seamless. Today, Smartling is rapidly growing, profitable and backed by Battery Ventures, a global technology-focused investment firm, supporting company growth and expanding our market share and leadership position. We are the only cloud-based, AI-enabled translation platform that combines a Neural Machine Translation Hub and professional language services; empowering teams to collaborate in real-time to create multilingual experiences customers love.

We are seeking a Technical Support Specialist for a remote, work from home position.The Smartling Customer Support team provides exceptional technical support to our customers and platform users. Customer Support is responsible for managing, resolving, and preventing problems by providing consistent, top-notch customer service and product expertise. You're a great match if you are quick to learn a new product, analytical, and driven to help customers solve problems. 

You Will

  • Provide best-in-class customer support via channels such as email, phone, and chat
  • Diagnose and solve customer problems, escalating when necessary
  • Troubleshoot software and network issues using tools like Splunk, FullStory, Chrome Developer Tools, and cURL
  • Direct users to relevant product documentation and resources as questions arise, empowering customers to be better Smartling users
  • Identify gaps in resources and documentation to support future issue deflection
  • Collaborate across teams, including Customer Success, Engineering and Product to solve problems and support our customers 
  • Plan, organize, and prioritize your work
  • Advocate for product improvement and change
  • Proactively contribute to process and service quality improvement

You Have

  • Customer-centric mindset and an affinity to solve problems
  • Capacity to empathize with users in a way that demonstrates you care about their issue and can be relied on to solve it
  • Ability to make decisions to provide quick and accurate resolutions to users.
  • Ability to explain complex problems in simple terms
  • A desire to deliver a best-in-class customer support experience
  • Knowledge of modern web technologies such as HTML and Javascript
  • Experience troubleshooting web technology such as HTML/CSS, JavaScript, AJAX, etc
  • Some working knowledge of RESTful APIs
  • Experience with web development tools, such as Firebug and Chrome Developer Tools
  • Minimum 2 years experience in a similar customer support role
  • A home office setup conducive for working remotely, and the ability to work effectively as a remote team member*

Preferred but not required

  • Experience with customer service platforms, such as Zendesk
  • Experience with translation, localization, and internationalization processes

You are

  • Results-focused. Center on professional and personal growth
  • Enthusiastic. A fun and energetic co-worker
  • An analytical thinker. “If there is a problem I have a solution” attitude
  • Customer-focused. Passionate for client success at all times
  • Detail-oriented. Supremely well organized with attention to detail
  • A Team Player.  Ability to work effectively and cross-functionally within all levels of management, both internally and externally

 You Will Enjoy

  • Freedom 🏡 - we are remote first
  • Growth  - an opportunity to learn and advance your career
  • Wealth 💰 - we offer a competitive salary and 401(k) + company match
  • Wellness - medical, dental, and vision insurance for you and your family
  • Balance - flexible PTO + 11 holidays; generous parental leave
  • Culture 🤝- an energetic, value-driven, and fun culture and team spirit
  • Bonus - employee referral program and apple equipment

We are considering candidates based in Eastern and Central time zones at this time.

Smartling is proud to be an equal opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences.

We use E-verify platform for the work authorization verifications.

The US national pay range for this role is $50,000-$62,000. Final offer amounts are determined by multiple factors, including geographic locations as well as candidate experience and expertise, and may vary from the amounts listed. 

*To work from home, you must have a strong internet connection, quiet space, and a professional (distraction and clutter-free) background.

Read Full Job Description
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • D3JSLibraries
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • Linkedin Sales NavigatorCRM
    • EquireCRM
    • ZoomInfoCRM
    • YeswareCRM

Location

NY

An Insider's view of Smartling

How would you describe the company’s work-life balance?

My managers and colleagues alike share immense respect for work/life boundaries. As part of a remote organization with teams across different time zones, trust and flexibility are the norm. And when it comes time for a vacation, I know that my team has processes in place to ensure I can truly log off!

Kelly

Sr. Customer Success Manager

How do you collaborate with other teams in the company?

The great thing about collaboration at Smartling is that teams are really focused on outcomes and measured deliverables. This helps everyone know what they need to do to support one another and get positive results.

Andrew

Associate Director, Language Services

What are some things you learned at the company?

I've learned so much at Smartling, but I would say learning about different technical integrations into complex tech stacks has been the most impactful. Having had a very basic understanding, this knowledge has been helpful in growing and closing opportunities! We have an amazing team of Solution Engineers who are always ready and willing to help.

Jose

Sr. Account Executive

How do you empower your team to be more creative?

Simply by focusing on outcomes over outputs. Defining a goal and giving each team member the autonomy to approach it in their own way encourages experimentation, taking risks, and thinking outside of the box.

Grace

Sr. Director, Product

How do you make yourself accessible to the rest of the team?

In our new remote work reality, I make sure to schedule regular check-ins with my team members. I also stay close to Slack where they can reach out at any point. Knowing when to switch from written communication to a call becomes also essential to avoid misunderstanding.

Valerie

Senior Director, Language Services

What are Smartling Perks + Benefits

Culture
Open door policy
OKR operational model
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Mandated unconscious bias training
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Child Care & Parental Leave
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Professional Development
Job training & conferences
Promote from within
Paid industry certifications

More Jobs at Smartling

Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about SmartlingFind similar jobs like this