Customer Support Representative

| Greater NYC Area

Overview

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. 

Tasks at hand

  • Provide best-in-class customer support via channels such as email, phone, and chat.
  • Can go deep troubleshooting software and network issues using tools like Splunk, FullStory, Chrome Developer Tools, and cURL.
  • Diagnose and solve customer problems, escalating when necessary.
  • 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 and disciplines to solve problems.
  • Execute administrative tasks, and manage translation requests for our priority support customers.
  • Plan, organize, and prioritize your work - this role wears many hats!
  • Advocate for product improvement and change.
  • Proactively contribute to process and service quality improvement.

Must Haves

  • 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 promote quickly and accurately resolutions to users.
  • Ability to explain complex problems in simple terms.
  • A desire to deliver a best-in-class customer support experience.
  • Minimum 2 years experience in a customer support role.

Nice to have

  • Experience with customer service platform, such as Zendesk.
  • Knowledge of modern web technologies such as HTML and Javascript.
  • Experience troubleshooting web technology such as HTML/CSS, JavaScript, AJAX, etc.
  • Experience with web development tools, such as Firebug and Chrome Developer Tools.
  • Working knowledge of RESTful APIs.
  • Experience with translation, localization, and internationalization processes and/or be fluent in other languages.

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.
  • Strategic. Translates high-level strategies into practical implementation strategies.
  • A Leader. Proactive and will use excellent judgment when dealing with issues.
  • 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.

What matters to Smartling?

To help our clients grow their businesses and to help you grow as an individual both professionally and personally.

  • Competitive salary and Employee Stock purchase plan.
  • An opportunity to learn and advance your career.
  • An energetic, value-driven, and fun culture and team spirit.
  • Take a break when you need it – Flexible PTO.
  • Company paid medical/dental/life insurance.
  • Commuter Benefits.
  • Convenient office in the middle of Manhattan.
  • Team outings (Baseball games, happy hours, etc).

Smartling, Inc. is an equal opportunity employer. No third party recruiters.

Read Full Job Description

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

We are centrally located in the Garment District, near most Subway lines, PATH, and Port Authority. Close to lunch spots and happy hours after work.

An Insider's view of Smartling

What’s the vibe like in the office?

Culture is a strong part of Smartling's appeal, and working with a collaborative team that I enjoy being around makes my work day so much better. Our leadership team takes initiative to ensure everyone's work experience fits their own personal goals, and provides us with opportunities to bond in our department and across teams.

Albany

Customer Success Manager

How do you collaborate with other teams in the company?

Collaboration happens every day at Smartling. We use every method and tool available. We are flexible and embrace new technology. We have numerous meeting rooms for face-to-face chats here in NYC and I can launch video conferences from my laptop. I can even install and try new apps as needed.

Eric

Sr. Director, Product Development

What makes someone successful on your team?

Being coachable and having a positive attitude are the two most important factors. Asking for help shows that you're willing to learn. Every day is a learning experience for me and I love it! As with anything in life, it's important to have a positive energy and show up with a winning attitude.

Hai Yen

Sr. Sales Development Rep

What is your vision for the company?

Being a Smartling means being part of a community of incredibly smart and driven individuals, but also being part of a tribe that really enjoys each others company. We get together at least once a month for anything from bowling to company picnics to baseball outings. I like to describe our culture as "work hard, play hard".

Annette

Head of Marketing

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

What are Smartling Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Professional Development Benefits
Job Training & Conferences
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