Technical Support Specialist

Day to day

• Provide best-in-class technical support via email
• Be comfortable with taking phone calls as required for urgent or escalated issues to resolve problems
• Diagnose and solve customer problems escalating when necessary
• Troubleshoot software and network issues using tools like Splunk FullStory Chrome Developer Tools curl and Postman
• Direct users to relevant product documentation and resources as questions arise empowering customers to be better Smartling users
• Identify gaps in resources and documentation to support future issue deflection
• Collaborate across teams including Customer Success Engineering and Product to solve problems and support our customers
• Plan organize and prioritize your work
• Advocate for product improvement and change
• Proactively contribute to process and service quality improvement