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         DESCRIPTIONWork 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 systemOrganize 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 articleComplete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor.Participate in all required UAT testingComplete all assigned training in a timely mannerCapture processes and submit for Knowledge Base

2.0         REQUIRED SKILLSAbility to work independentlyAble to influence both internal and external stakeholdersDemonstrated proficiency in typing and grammarAbility to speak and write clearly and accuratelyProper phone etiquetteEffective listening skillsStrong analytical skills  Multi-tasking capabilitiesFlexibility and capacity to work across a variety of activities within a matrix and virtual organizational frameworkKnowledge of customer service principles and practicesKnowledge about computer fundamentals, web applications and browsersWillingness to co-operate with others and work to the greater goodCapable of assisting team members.Good problem-solving skills and ability to work well under pressure and meet tight deadlines.

3.0         REQUIRED EXPERIENCE AND QUALIFICATIONSMinimum Bachelor’s degree or its equivalentStrong Computer fundamentals with basic knowledge about Internet, Browsers and MS Office Suite 3+ years of phone, email support experience in IT Service Desk\Product SupportAbility to drive Severity 1 and Severity 2 scenarios, escalations.4.0         DESIRED SKILLS AND EXPERIENCEStrong 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.