Nov 03, 2022

Tech Support Agent, US

  • Phrase
  • Remote
Full time Customer Service Translation Technology (CAT, TMS and MT)

Job Description

At Phrase, we help open the door to global business by providing the complete localization solution. Consisting of Phrase TMS and Phrase Strings, our unified suite is built to cover the full range of translation and localization use cases. With a global team working from our offices in Hamburg and Prague—or from home across Europe, the UK, the US, and the APAC region—we serve thousands of global customers, including leading brands such as Uber, Fujifilm, Shopify, Bosch, Huawei, and Lufthansa.

As a Technical Support Agent, you will be the first point of contact for our users and helping them solve technical problems with their projects.

What you’ll be responsible for:

  • Helping translators and reviewers to solve issues with their translation projects.

  • Helping Project Managers 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. 

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

  • Helping Project Managers to prepare and import various file formats (e.g. Word, Excel, PDF, etc.).

  • Communicating with customers in writing via ticketing system, if necessary, 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.

What you need: 

  • 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.

  • Knowledge of REST API testing in Postman a plus.

  • Curiosity and passion for learning new things 

  • Willingness to share knowledge with your colleagues 

What you’ll get: 

  • Work experience in a successful and growing global SaaS company.

  • Be part of an international team of 250+ in Europe, Japan, and the Americas.

  • Expert colleagues in their field who are determined to build the best localization platform on the market.

  • An agile work environment, where it is encouraged to take smart risks.

  • Take part in a culture full of trust, support and loyalty, where respectful and open feedback is valued.

  • A positive, open-minded, and innovative atmosphere.

  • Support in your professional development and personal career goals.

What's on top: 

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

  • 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 take part in charity events and activities.

  • A personal Learning & Development Budget.

  • Access to online language classes.

  • Travel budget to visit your team in Prague or Hamburg once per quarter.

  • Modern technical setup and latest software.

  • Professional and extensive onboarding.

  • Flexible working hours and home office options.

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

At Phrase we believe in the critical importance of diversity in all its forms and intersectionalities, and are committed to ensuring that the people we interview reflect this diversity. We therefore strongly encourage people of any identity to apply for our exciting career opportunities. We have taken an active decision to make our work environment inclusive every day, starting at the very beginning of your Phrase experience.

We value and welcome different perspectives, experiences and backgrounds as we believe that these differences make our team even stronger on our mission of opening the door to global business by giving everybody access to the content they need in the language they speak.