Premium Support Product Specialist II

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
  
  

Required Skills

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.
  
  

Qualifications

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.
  
  

Desired Skills

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.