We are looking for a Technical Support Team Lead to manage and coordinate tech support within the business. They will liaise with the internal team to assist on development projects and provide guidance and expertise where needed.
• Prioritize & categorize support cases that are received from both internal and external customers
• Respond to customer inquiries through the support case system, Skype or phone.
• Inform customers of support case status, progress, and estimated completion time throughout the support case process until each support case is completed
• Complete all support cases in a timely manner, follow up with customer until each case is completed to the customers satisfaction.
• Provide suggestions for improvement of WOL procedures, features functionality
• Conduct issue valdiation or bug regression of the support cases
• Cross train in other areas of support coverage and primary roles
• Maintain existing documentation to cover support topics, enhancement and version upgrade notices, and other customer related items.
• Other duties and projects assigned by the Support Team
• Familiar with localization process and common CAT tools, e.g. Trados, WorldServer etc.
• Excellent written and verbal communication skills
• Fast in learning new tools and technologies
• Well organized, detail-oriented, punctual, and good at working in a team
• Ability to work under pressure
To apply: Please send your cover letter and resume to Recruitment@jonckers.com. Please specify the position you are applying for and its location in the subject line.