Job Title

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.DESCRIPTIONServe as the first point of contact for clients, providing clear communication and ensuring exceptional service throughout the ticket lifecycleEfficiently manage, prioritize, and assess incoming support tickets to determine the appropriate action and urgencyConduct initial ticket review and gather any needed information to assign ticket to the correct groupMonitor ticket queries via the ticketing system and assure the team responds to them in a timely mannerMonitor ticket workflows to ensure adherence to SLAs, taking proactive steps to prevent violations and escalating issues as necessaryPersonally manage and resolve select support tickets to maintain quick response times and high-quality client serviceAssist with the administration of the ticketing system, including managing business rules, filters, and dashboards to optimize support processes and team performancePromptly notify Manager of possible support and capacity issuesBuild understanding of GlobalLink technologies to better ensure proper ticket assignmentTrain and guide less experienced colleagues on GlobalLink and other applicationsManage and generate licenses for some GlobalLink applicationsWork in collaboration with other in the Solutions team to post and maintain client requirements or support proceduresComplete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisorREQUIRED SKILLSExcellent oral and written communication skills in EnglishStrong critical thinking skills to analyze complex situations and make sound decisionsProficiency in responding promptly to support-related emails, phone calls, and digital communicationsAdvanced proficiency with Windows operating systemExcellent interpersonal skills with a strong passion for collaboration and teamworkHighly self-motivated, detail-oriented, and well-organizedKnowledgeable in customer experience (CX) methodologies, with a strong commitment to delivering exceptionalSkilled 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 scenariosREQUIRED EXPERIENCE AND QUALIFICATIONSBachelor’s Degree in Computer Sciences or equivalent professional experience in a similar positionPrevious experience in, or knowledge of, Translation tools or Localization EngineeringExperience in technical support and bug reporting tools, identifying, documenting and tracking support issues and defectsPrevious Product Support experience (2+ years)DESIRED SKILLS AND EXPERIENCEPrevious experience in, or knowledge of, Localization PracticesWorking knowledge or experience in performing test scripts and understanding software testing methodologiesIn order to apply, please submit your CV in English