Technical Support Manager

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Job Opportunity Overview

Join the Smartling Team

Apply Now

We’re actively expanding our Sales, Marketing, Technology and Services teams. If you have a passion for cutting-edge web technology and a passion to break down the language barrier on the web, please send a cover letter and CV. If you speak a second (or third!) language we really want to hear from you. ;)

Location

New York City

Description

Smartling is looking for a motivated Technical Support Manager to work in our New York City office.

This person would work as part of the Client Services team to assist customers and translators using Smartling solutions while building great customer relationships. In addition, the Technical Support Manager would play a key role in account management and overall customer satisfaction.

Reports To

VP, Client Services

Responsibilities

  • Provide Tier I/Tier II customer support
  • Work with internal resources to escalate and solve customer issues
  • Follow up with customers to resolve cases to their satisfaction
  • Document cases meticulously to drive KPI reporting
  • Create and document support solutions as part of the Smartling knowledge base
  • Develop new tools and process improvements
  • Develop strong relationships with the Engineering, Product Management and Sales teams
  • Contribute new feature requests and be a conduit for customer feedback
  • Advocate strategic support investments on behalf of customers
  • Delight customers

Requirements

  • Minimum 1 year experience in a related function is required, experience in a technical support center is preferred
  • Experience with website technology, such as HTML,/CSS, JavaScript, AJAX, etc.
  • Experience with CMS systems and website creation
  • Experience with databases, including NoSQL distributed databases
  • Experience with SaaS/Hosted Solutions
  • Experience with mobile application development is a plus

Personal Characteristics

  • Excellent interpersonal and communication skills (written and oral)
  • Well-organized with attention to detail
  • Adaptable to changing market conditions and customer requirements
  • Enjoyable to work with

Cultural Fit

  • Teamwork – works well with others within team and across groups in company
  • Customer Focused – passion for customer success and referenceability, always willing to solve customer problems and delight customers
  • Execution Success – plans and meets/exceeds objectives on time and with quality
  • Entrepreneurial – flexible, optimistic, problem-solving approach
  • Leadership and Initiative – does the right thing without being asked, proactive at dealing with issues

Join the Smartling Team

Apply Now

We’re actively expanding our Sales, Marketing, Technology and Services teams. If you have a passion for cutting-edge web technology and a passion to break down the language barrier on the web, please send a cover letter and CV. If you speak a second (or third!) language we really want to hear from you. ;)

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