Our collaborator is a technology company based in San Francisco, CA. Our Mission statement is to remove all language barriers to increase human connection and productivity. We have built a technology platform for Language Interpreters to connect people instantaneously to language services so they can better understand each other. Our primary market is in the Health Care, Legal and Language Agency markets. Come join an exciting newly funded technology startup and help us launch our exciting new platform to the market!
As a Technical Support Intern at the company, you will work closely with Software Developers, Product Managers, and Sales to improve service quality to our partners and contribute to the success of our projects. This is a support internship, and part of what you will learn is how to drive resolution on escalated cases. Specifically, the candidate will be part of a small first-tier support team providing post-deployment support on company to end users and implementing partners. The position will require high level of English proficiency and a willingness to be on a lot of phone calls throughout the day.
What you will learn:
• You will learn how to use common software applications/ tools like Jira, Zendesk and Salesforce
• Presentation Skills and analytical skills will be developed/improved
• Communication skills by high level interaction with company partners
• You will learn about the company Platform end-to-end and work with language agencies to deploy and use the software
A. Provide technical support to resolve user/partner issues on the company platform. Take ownership of issues reported and manage problems through to resolution.
B. Provide technical assistance and remote troubleshooting support as part of the support matrix.
C. Diagnose and resolve cases in first/second tier support function. Research, diagnose, troubleshoot and identify solutions to resolve partner/user issues and ensure proper recording and closure of all issues reported.
E. Escalate/provide reports to engineers, product managers, and sales team to improve the product's vision/service delivery to make projects successful.
F. Support product development: Work with company designers to describe common pain points, needs and opportunities and to ensure these needs are addressed in the UI/UX.
G. Update self-help documents so users/employees/partners can try to fix eligible problems themselves.
H. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Log and manage records of queries. Analyze issue logs to spot common trends and underlying problems.
Bachelor's degree required. High level of English language fluency required.
Location: San Francisco, CA
Duration: 11-12 months
Start Date: April 1st, 2017