The triage technology services engineer is responsible for providing excellent technical assistance on globallink suite of products. The role involves triaging support tickets, handling cases directly, and preventing service level agreement (sla) violations, all while ensuring our client experience (cx) methodology is maintained to the highest standard.
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
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
work in collaboration with other in the solutions team to post and maintain client requirements or support procedures
excellent oral and written communication skills in english
proficiency in responding promptly to support-related emails, phone calls, and digital communications
advanced proficiency with windows operating system
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)
working knowledge or experience in performing test scripts and understanding software testing methodologies
in order to apply, please submit your cv in english