Triage Technology Service Engineer

Overview

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.

Job Description

• 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
• Conduct initial ticket review and gather any needed information to assign ticket to the correct group
• Monitor ticket queries via the ticketing system and assure the team responds to them in a timely manner
• Monitor ticket workflows to ensure adherence to SLAs, taking proactive steps to prevent violations and escalating issues as necessary
• 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
• Train and guide less experienced colleagues on GlobalLink and other applications
• Manage and generate licenses for some GlobalLink applications
• Work in collaboration with other in the Solutions team to post and maintain client requirements or support procedures
• Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor

Job requirements

Required Skills

• Excellent oral and written communication skills in English
• Strong critical thinking skills to analyze complex situations and make sound decisions
• Proficiency in responding promptly to support-related emails, phone calls, and digital communications
• Advanced proficiency with Windows operating system
• Excellent interpersonal skills with a strong passion for collaboration and teamwork
• Highly self-motivated, detail-oriented, and well-organized
• 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

Required Experience & Qualifications

• 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)

Desired Skills and Experience

• Previous experience in, or knowledge of, Localization Practices
• Working knowledge or experience in performing test scripts and understanding software testing methodologies