About this role
TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.
1.0 DESCRIPTION
• Work with dedicated Premium/Hyper care clients to provide a high level of white glove servicing meeting the SLA and OLA associated with the tickets. • Develop business relationships with the customer's technical and management staff and support the customer by gaining first-hand knowledge of the TI system, configuration and business needs. • Use this familiarity to accelerate response time to requests and ensure that solutions are tailored to meet customer expectations. • Listen to the needs of their customer for opportunity discovery and forward to the appropriate internal team (Sales, Services) for further development. • Deliver exceptional service and support to end-users using an online Manage Engine ticketing system • Organize ideas and communicate oral messages appropriate to listeners and situations • Stay current with system information, validate process changes, client updates and share with team, ensuring standard processes and procedures and followed across floor and report observed errors and gaps. • Develop thorough understanding on the range of products supported, service levels and ITSM ticketing tool. • Serve as a liaison between Solution Engineering Team and clients and various internal teams to drive tickets to closure. • Ensure zero SLA breaches, timely progress on all requests, equal work division and that the set processes are being followed without errors. • Create knowledge base article • Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor. • Participate in all required UAT testing • Complete all assigned training in a timely manner • Capture processes and submit for Knowledge Base
2.0 REQUIRED SKILLS
• Ability to work independently • Able to influence both internal and external stakeholders • Demonstrated proficiency in typing and grammar • Ability to speak and write clearly and accurately • Proper phone etiquette • Effective listening skills • Strong analytical skills • Multi-tasking capabilities • Flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework • Knowledge of customer service principles and practices • Knowledge about computer fundamentals, web applications and browsers • Willingness to co-operate with others and work to the greater good • Capable of assisting team members. • Good problem-solving skills and ability to work well under pressure and meet tight deadlines.
3.0 REQUIRED EXPERIENCE AND QUALIFICATIONS
• Minimum Bachelor’s degree or its equivalent • Strong Computer fundamentals with basic knowledge about Internet, Browsers and MS Office Suite • 3+ years of phone, email support experience in IT Service Desk\Product Support • Ability to drive Severity 1 and Severity 2 scenarios, escalations. 4.0 DESIRED SKILLS AND EXPERIENCE
• Strong interpersonal communication skills, internally and externally, especially with customers and sales-force • Strong presentation, analytical, and logical skills both verbal and written. • Basic knowledge in MSSQL, TSQL. • Experience working in SSO systems.