Jun 04, 2024

Tech Support Agent - APAC region

  • Phrase a.s.
  • Remote
  • $30,000 yearly
Full time Information Technology

Job Description

Tech Support Agent - APAC region customers

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 platform 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 White Gloves and High Touch clients and helping them solve technical problems with Phrase and build relationships.

In this role you will be supporting customers in the APAC region therefore working hours will reflect their hours of business. The successful candidate can be based remotely, to suit these working hours.

What you’ll be responsible for:

  • Helping users to solve issues with their localization projects.
  • Helping clients 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.
  • Troubleshooting complex technical issues related to our products (e.g. TMS Integrations, Strings OTA, Orchestrator, etc.)
  • Reproducing issues reported by users and escalating them to engineering teams.
  • Helping clients to prepare and import various file formats.
  • Communicating with users in writing via ticketing system.
  • If necessary, conduct 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.
  • Conduct monthly bug review sessions with clients

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 330+ 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.
  • Professional and extensive onboarding.
  • Additional local benefits depending on the entity you're hired at, just ask your Talent Acquisition Partner.