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Experience Level
Mid to Senior
Qualifications
Required Qualifications:• 3–5 years of experience in technical support for a SaaS platform.• Strong practical experience in configuring Zendesk, including AI and automation workflows.• Comprehensive understanding of localization workflows and CAT tools (e.g., Wordbee, Phrase, memoQ, Trados).• Proficient in troubleshooting platform issues, including APIs and automation logic.• Excellent command of English (both spoken and written).• Ability to work from the office in Cebu.Preferred Qualifications:• Experience in developing onboarding programs, workflow documentation, or training materials.• Familiarity with XML, regular expressions, or scripting languages.• Background in scaling or structuring a support or service team.
About the job
Key Responsibilities:
• Manage intricate support inquiries and serve as a primary escalation point for internal issues.
• Configure and enhance Zendesk functionalities, including automation, triggers, macros, and AI-driven workflows.
• Diagnose and resolve challenges related to APIs, integrations, continuous localization, and workflow automation.
• Collaborate with Product Teams and Developers to identify bugs, test new features, and enhance user experiences.
• Develop and maintain onboarding materials, internal workflows, and help center documentation.
• Design scalable support processes and assist in team expansion across European offices.
• Mentor junior support team members and disseminate best practices.
About tgs
Join tgs, a leader in localization technology, where we power some of the most complex localization operations worldwide. In this role, you will play a crucial part in elevating technical support standards, shaping internal workflows, and building a robust and scalable support presence.
Senior Technology Support Specialist
tgsCebu, Central Visayas (Region VII), Philippines
Clicking Apply Now takes you to AutoApply where you can tailor your resume and apply.
Unlock Your Potential
Generate Job-Optimized Resume
One Click And Our AI Optimizes Your Resume to Match The Job Description.
Is Your Resume Optimized For This Role?
Find Out If You're Highlighting The Right Skills And Fix What's Missing
Experience Level
Mid to Senior
Qualifications
Required Qualifications:• 3–5 years of experience in technical support for a SaaS platform.• Strong practical experience in configuring Zendesk, including AI and automation workflows.• Comprehensive understanding of localization workflows and CAT tools (e.g., Wordbee, Phrase, memoQ, Trados).• Proficient in troubleshooting platform issues, including APIs and automation logic.• Excellent command of English (both spoken and written).• Ability to work from the office in Cebu.Preferred Qualifications:• Experience in developing onboarding programs, workflow documentation, or training materials.• Familiarity with XML, regular expressions, or scripting languages.• Background in scaling or structuring a support or service team.
About the job
Key Responsibilities:
• Manage intricate support inquiries and serve as a primary escalation point for internal issues.
• Configure and enhance Zendesk functionalities, including automation, triggers, macros, and AI-driven workflows.
• Diagnose and resolve challenges related to APIs, integrations, continuous localization, and workflow automation.
• Collaborate with Product Teams and Developers to identify bugs, test new features, and enhance user experiences.
• Develop and maintain onboarding materials, internal workflows, and help center documentation.
• Design scalable support processes and assist in team expansion across European offices.
• Mentor junior support team members and disseminate best practices.
About tgs
Join tgs, a leader in localization technology, where we power some of the most complex localization operations worldwide. In this role, you will play a crucial part in elevating technical support standards, shaping internal workflows, and building a robust and scalable support presence.