Premium Support Product Specialist en Barcelona

Descripción del empleo

Overview:

TransPerfect´s Premium Support team offer a paid service to customers who request Premium Service & Support within shortened SLA windows. It is an elevated support team of the Trial Interactive Service Desk with coverage in US and Europe. They utilize a Hybrid Support Model where urgency and escalation for faster resolution of client issues. The team drives resolution via direct engagements with Customer, Project Managers, and Solutions Engineers. Clients have one support group to contact for any Trial Interactive Application issue: eTMF, SSU, Site Collaborate, eFeasibility, Global Learn, CMS and MyTI.

Role summary:

The Premium Support Product Specialist is a Subject Matter Expert (SME) responsible for providing advanced technical support to customers with premium support agreements. They work to resolve complex technical issues and ensure high levels of customer satisfaction. The Premium Support Product Specialist will provide application support to end-users (Client/Internal) by performing requested tasks and analyzing issues while guiding customers through step-by-step solutions. Solutions may include, but are not limited to resolving access issues, setting up the study work space, configuration validation, and various issues relating to email, browser, system infrastructure, application's infrastructure, archives, navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner.

Position responsibilities:

• Work with dedicated Premium/Hyper care clients to provide a high level of white glove servicing meeting the SLA and OLA associated with the tickets
• Develop business relationships with the customer's technical and management staff and support the customer by gaining first-hand knowledge of the TI system, configuration and business needs
• Use this familiarity to accelerate response time to requests and ensure that solutions are tailored to meet customer expectations
• Listen to the needs of their customer for opportunity discovery and forward to the appropriate internal team (Sales, Services) for further development
• Deliver exceptional service and support to end-users using an online Manage Engine ticketing system
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Stay current with system information, validate process changes, client updates and share with team, ensuring standard processes and procedures and followed across floor and report observed errors and gaps
• Develop thorough understanding on the range of products supported, service levels and ITSM ticketing tool
• Serve as a liaison between Solutions Engineering Team and clients and various internal teams to drive tickets to closure
• Ensure zero SLA breaches, timely progress on all requests, equal work division and that the set processes are being followed without errors
• Create knowledge base articles
• Participate in all required UAT testing
• Complete all assigned training in a timely manner
• Capture processes and submit for Knowledge Base
• Complete all other tasks that are deemed appropriate for the role and assigned by the manager/supervisor

Essential skills and experience required:

• Minimum Bachelor’s Degree or its equivalent in (Computer Science or a similar field is desirable)
• Strong Computer fundamentals with basic knowledge about Internet, Browsers and MS Office Suite
• 3+ years of phone and email support experience in IT Service Desk\Product Support
• Ability to drive Severity 1 and Severity 2 scenarios, including escalations
• Ability to work both independently as well as in collaboration with others in a team environment
• Able to influence both internal and external stakeholders
• Strong written and spoken English communication skills
• Strong analytical and problem-solving skills
• Multi-tasking capabilities and the ability to work well under pressure and meet tight deadlines
• Flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework
• Knowledge of customer service principles and practices

Desirable skills and experience:

• Strong interpersonal communication skills, internally and externally, especially with customers and sales-force
• Strong presentation, analytical, and logical skills (both verbal and written)
• Basic knowledge in MSSQL and TSQL
• Experience working in SSO systems

TransPerfect provides equal employment opportunities to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by local law.

We celebrate diversity as one of our core values and we have a clear goal: to be an inclusive workplace where a diverse mix of talented people want to come, stay and do their best work. Together with passionate, creative and collaborative colleagues, we are working to ensure accessibility is for everyone.

By applying I confirm I have read and accept TransPerfect's Privacy Policy: https://www.transperfect.com/about/data-privacy-recruiting

Información extra

Status

Activa

Estudios requeridos

E.S.O

Localización

Barcelona

Tipo de contrato

Trabajo estudiantes

Publicado el

31-08-2025

Carnet de conducir

No

Vehículo

No

Carta de motivación

No

Idiomas

Español