Customer support specialist (Latin America, remote)

Job opportunity at Acclaro. Apply today.

About:

Acclaro is a translation service and platform that helps the world’s leading brands succeed across cultures. Through a fine-tuned process, top industry talent, and leading technologies, we make a long-term investment in our clients’ global brands.

Working in over 125 languages and with offices around the globe, Acclaro helps clients open new markets and gain a competitive edge by expertly adapting their brands and products with fast, high-quality translations.

Description:

Acclaro is seeking a Customer Support Specialist who will work closely with the Product and Operations departments to manage technical support for internal and external end users for Acclaro’s platform, My Acclaro, and its connectors.

The Customer Support Specialist will also be responsible for manual and automated testing and quality assurance for My Acclaro.

In-depth understanding of specific localization technologies is not required. Qualified candidates will have a technical background, bring a team mindset to their role, will be capable of communicating technical terms and issues to a non-technical audience, and an ardent desire for continued learning.

Responsibilities:

  • Own customer solutions. While this person may not be able to resolve every issue, they will be expected to proactively facilitate, organize, and communicate solutions across various customers, teams, and resources.
  • Work with customers when necessary to troubleshoot, resolve, and present solutions to technical issues. Also, this role will demonstrate product applications to customers.
  • Acquire general knowledge of Contentful, Craft CMS, WordPress, Drupal, Zendesk, GitHub and other applications used by Acclaro to troubleshoot and escalate reported issues.
  • Respond to submitted support requests in a prompt manner.
  • Track issues in the Ticketing System to ensure timely follow-up.
  • Reproduce and create detailed documentation regarding problems reported by end-users.
  • Work well with all team members across all departments and functions, including supporting the Operations team with customers, the Product team and outside developer resources to communicate as needed, and the Sales team for demonstrations.
  • Complete administrative tasks, as required, with accuracy and attention to detail.

Requirements:

  • 1-3 years in a customer support, technology support, or quality assurance position
  • Experience with quality measures implementation
  • Knowledge of API calls and integrations
  • Experience with GitHub or a similar ticketing system
  • Great attention to detail
  • Must have good oral and written communication skills, including the ability to listen and explain technical terms to non-technical colleagues
  • Strong written communication skills, including the ability to document accurately and thoroughly
  • Have a proactive and solutions-minded mindset

Desirable:

  • Experience in the translation or localization industry
  • Experience with various CMS tools
  • Knowledge of data management and statistics
  • Customer service oriented
  • Excellent analysis and critical thinking
  • Problem-solving skills

Acclaro is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic as outlined by federal, state or local laws. We make hiring decisions based solely on qualifications, merit and business needs at the time.

Power your strategic growth

Go beyond tactical localization with tailored, strategic solutions that resonate locally and drive growth globally.

Get started