Technical Support Representative

Location: Pasig, Metro Manila, Philippines

Department: Operations

Type: Full Time

Min. Experience: Mid Level

About us

We're Gengo, a Lionbridge company. We run a global people-powered technology platform providing translation and AI training-data services to global businesses. Founded in 2008, Gengo has translated more than one billion words for 65,000+ customers with our crowd of 21,000+ people from 140+ countries. Gengo's professional human-powered platform brings a huge leap in efficiency, scale, and speed to the translation and AI training-data markets. Our customers include some of the biggest brands in the world like TripAdvisor, New York Times, Rakuten, and Alibaba. As part of the Lionbridge family, we are breaking barriers and build bridges all over the world with offices in more than 27 countries.

Join us for a rare chance to help the world to communicate freely as part of a team with startup culture and the resources of a global giant.

 

Any candidate hired before end of 2019 will receive a December signing bonus equal to your current 13th month bonus!

 

JOB OVERVIEW

As a Technical Support Representative, you will be the superstar to pioneer solutions to challenges where the solution might not be apparent. No scripts or micromanaging, you're in control. For the majority of this role you will take escalations from the Support team regarding technical issues, interface the support and engineering teams, and help customers integrate with our API.

SUPPORT TEAM RESPONSIBILITIES
Support responds to both Gengo translators, and Gengo customers.
Daily responsibilities include:
• Responding to users via email, live chat, and community forums – possibility to include phone support in the future, but not at this time
• Continuously improve knowledge base articles
• Moderate and create content for user forums
• Escalate support tickets to other departments of Gengo as necessary
• Maintain positive satisfaction ratings, and meet performance expectations
• Finding any way you can to get your customer to say “Wow, I can’t believe that just happened”

TECH SUPPORT RESPONSIBILITIES
• Occasionally fulfill the responsibilities of a support team member as described above
• Occasionally assist the sales team with an API related sales call
• Investigate trending issues or bugs, document and escalate them as necessary
• Keep support team members up to date on system issues
• Occasionally manage the translation job queue
• Maintain proficiency in computer technologies. Technologies include but are not limited to PSQL, Javascript, Python, and API theory

REQUIREMENTS
• Native level English - This is a customer facing position
• 1+ years’ experience in customer service
   -- You will need to demonstrate understanding of the customer service culture
   -- We are looking for candidates with an amazing outgoing personality and tone
• Excellent computer and internet literacy
   -- You are extremely comfortable with code and have some programming ability
   -- People with an “afraid to break it” attitude will NOT be a good fit
• Availability:
   -- Weekdays: 8:00am - 5:00pm PHT

NICE TO HAVE BONUSES THAT WILL GIVE YOU AN EDGE
• Experience with Zendesk or a similar customer management system
• Not a stranger to computer programming languages
• Flexible availability (to cover teammates, or adapt to scheduling changes)

We pay competitive market rates. Expected range for this position is between PHP 25,000 and PHP 35,000 per month depending on experience level. All great candidates will be considered regardless of compensation requirements. The successful candidate is entitled to a signing bonus!

 

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