Language I/O delivers the most accurate and secure real-time translation solution for business. With our foundation in customer support translation solutions, we understand, value, and endeavor to deliver exceptional customer experiences at every touchpoint.

This role will involve working as part of a small, distributed team to provide high-quality, expert technical product support for our suite of enterprise translation solutions. It requires strong technical knowledge, excellent communication skills, and a commitment to exceeding customer expectations. The ideal candidate is interested in translation technology, works fluently as part of a team, handles customer concerns with care and confidence, and views each support interaction as an opportunity to create lasting value for customers.

Join our growing Customer Support team, work cross-functionally with our talented team members, develop deep knowledge of innovative technologies, and facilitate the multilingual business communications that power global enterprise.

Responsibilities

• Provide high-quality customer support via email, screenshare, and other channels to meet our customers’ needs.


• Diagnose, troubleshoot, and resolve technical support issues.


• Guide customers through product installations, configuration, and customizations.


• Collaborate with cross-functional teams to resolve novel or complex technical issues.


• Serve as a go-to product expert for team members in Success, Sales, and other departments, providing training and assistance as needed.


• Document and track reported issues and customer interactions in our help desk and connected systems.


• Meet SLAs for response times, ensuring that support is provided to customers in a timely and efficient manner.


• Continuously strive to exceed customer expectations and deliver a high level of customer satisfaction in all interactions.


• Champion the voice of the customer internally by identifying patterns in customer issues and feedback and proactively proposing solutions.


• Create and maintain comprehensive documentation to support internal and external self-service support.


• Contribute to process improvement initiatives to enhance the customer support experience.

Requirements

• Experience (3+ years) in a technical customer support or similar role.


• SQL proficiency.


• Remote work experience.


• Strong technical background with a solid understanding of SaaS technology.


• Advanced written and verbal proficiency in English.


• Excellent problem-solving, critical thinking, customer service, and interpersonal skills.


• Familiarity with technical support tooling (e.g. Zendesk, Jira, Splunk, Postman).


• The ability to work M-F, 15:00 - 24:00 UTC

Additional qualifications

• Background in Customer Support Quality Assurance.


• Experience in technical Salesforce administration or similar technical Salesforce roles.


• Background in Computer Science or programming experience.

Work Location: Fully Remote

Language I/O provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.