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Company

Phrase · 8 hours ago

Tech Support Agent

United States

Full-time

Remote

Entry, Mid Level

$45K/yr - $50K/yr

2+ years exp

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Culture & Values

Hiring Manager

Paul Hardcastle

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Responsibilities

Helping users to solve issues with their localization projects.

Helping clients to set up project workflows and manage their linguistic teams.

Helping users with best practices for managing translation memories, term bases, machine translations and REST APIs.

Creating requests for enhancing current features (e.g. Quality Assurance, Concordance Search, Project Templates, etc.) based on user feedback.

Troubleshooting complex technical issues related to our products (e.g. TMS Integrations, Strings OTA, Orchestrator, etc.)

Reproducing issues reported by users and escalating them to engineering teams.

Helping clients to prepare and import various file formats.

Communicating with users in writing via ticketing system.

If necessary, conduct short video calls with screen-sharing.

Improving content of our Help Center and keeping it up-to-date.

Acting as an internal contact person to assist our Sales and Customer Success teams.

Conduct monthly bug review sessions with clients

Ad-hoc video calls with clients.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Localization industry experienceLocalization technologiesREST API testingEnglish language proficiency

Required

Excellent written and communication English skills - we’re an international team and English is our official language, knowledge of additional languages is a plus.

2+ years of experience in the localization industry, ideally as a Project Manager in an LSP.

Solid understanding of localization solutions, technologies and processes (CAT, TMS, MT solutions, etc.).

Strong analytical and problem-solving skills, attention to detail.

Self-motivated, proactive, and results-driven team player.

Curiosity and passion for learning new things.

Willingness to share knowledge with your colleagues.

Preferred

Knowledge of REST API testing in Postman a plus.

Benefits

4 Company holidays additional to your regular holidays (1 day per quarter where the entire company is off to celebrate our achievements).

In addition, the company also provides employees with a Christmas break to allow you to spend time with family and friends without use of your vacation allocation.

Your birthday is off because it is important to celebrate you as well.

2 Giveback days where you can support the local community, volunteer, and/or participate in charity events and activities.

Professional and extensive onboarding.

Learning & development through Phrase learning and a dedicated ChatGPT Plus user license.

Additional local benefits depending on the entity you're hired at, just ask your Talent Acquisition Partner