Technical Support Representative

Location: Ortigas, Manila, Philippines

Department: Operations

Type: Full Time

Min. Experience: Mid Level

ABOUT US

Gengo is a technology company making translation simple for everyone. We help businesses and individuals go global by providing fast, high-quality translation powered by the crowd. Customers order human translation through our website or our API, which lets you plug into our growing network of over 21,000 translators. Gengo helps a wide range of customers — from individual businesses to global enterprises. Approximately 60 employees call themselves Gengons, located in offices around the globe including Tokyo, San Mateo, London, and Manila.

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

DESIRED QUALIFICATIONS
• 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)

The successful candidate shall be entitled to a Signing Bonus!

 

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