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Technical Support Service Representative

Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 90+ offices has its own individual identity, and each also has its own unique rewards.

As a Technical Support Service Representative, you are responsible for providing quality customer service that consistently meets or exceeds company standards of excellence and customer expectations.  The position is directly responsible for handling incoming calls and emails from customers and provide technical support and troubleshoot. Our Representatives are enthusiastic and motivated. We are a team, working together in an organized and structured environment that thrives on employees who work with integrity, honesty, punctuality, and leadership.

 

Position Responsibilities:

  • Handle incoming calls and emails from customers 
  • Provide product and technical assistance, solve customer inquiries, troubleshoots hardware and ancillary product issues received through phone, email, and other digital channels
  • Create comprehensive documentation for each support interaction on the client’s CRM and QMS- the documentation can be audited by the FDA
  • Develop and maintain a deep understanding of the device, troubleshooting techniques and resources


Required/preferred knowledge, skills, and abilities:

  • Minimum 1 year of experience working within a customer service focused environment
  • Prior customer facing role, preferably in a product or technical support organization
  • Ability to escalate calls to Tier 2 Tech support, with empathy and professionalism
  • Strong verbal and written communication skills
  • Excellent computer skills with quick and accurate typing, the ability to open several applications at one time, and review documents with attention to detail and accuracy
  • Computer skills including Microsoft Office Suite, CRM (Salesforce/NetSuite), Quality Management Systems
  • High school diploma or GED
  • Bachelor’s Degree preferred
  • Bilingual -English and Spanish is a plus


Who We Are

TransPerfect Connect (TPC) is the world's leading provider of remote interpreting solutions, including over-the-phone interpretation (OPI), video remote interpretation, multilingual email and chat support, business process outsourcing, and global call center services. TPC offers services in over 170 languages and employs industry-specialized interpreters screened for subject expertise. TPC is a division of TransPerfect, the world’s largest privately held provider of language services and globalization management technology solutions.


TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.

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