Technical Support Agent - (European hours: 9 AM - 5.30 PM CET)

The Memsource Group, headquartered in Prague, provides the world’s most comprehensive and reliable solution to take digital products global. We offer the leading products for translation management (Memsource) and software localization (Phrase) and are proud to have some of the largest global businesses using our platforms daily.

Memsource is our cloud-based, machine translation enabled translation management system. With AI-powered technology, it serves global corporations and the language services industry in the Americas, Europe, and Asia to automate the localization of large volumes of multilingual content.

Phrase is our software localization platform. The number one choice for software developers, product teams and designers creating multilingual digital products around the globe. Phrase is the most reliable way to localize a website or mobile application and helps teams of all sizes to scale their translation processes through smart automation.

As Technical Support Agent you will ensure customer happiness by supporting our existing customers in setting up and using our software localization platform, Phrase. We are looking to expand the team as soon as possible with another highly communicative, committed team member, covering European hours 9 am - 5.30 pm CET time.

About the role

You are the first point of contact for our customers, to troubleshoot Phrase related issues
You accompany new customers and interested parties in getting to know our software and provide assistance with technical problems or general understanding of the product
You communicate with customers in writing in English and German via live-chat and emails and, if necessary, short video calls with screen-sharing
You will support the documentation and improvement of our software by logging bug reports and feature requests
You act as an internal contact person to assist our Sales and Account Management teams

You should have

Your written and spoken level in English and German is C1 (CEFR) or above
Your way of working is solution-oriented, independent and hands-on
You are instinctive when it comes to communication and can specifically address the needs of individual customers
You enjoy solving problems for our customers and positive customer feedback motivates you
You are enthusiastic about software development and ideally have some experience in this area
You also have a high technical affinity and you are particularly interested in the interaction of technical components
You have experience with help desk platforms, such as Zendesk

Why you should work at Memsource

Full flexibility in choosing your work location - you can either be located in Prague, Hamburg or anywhere in the world
You’re interested in gaining experience working at a successful and rapidly-growing global cloud-based translation technology company
You seek to work in a small international team with no corporate bureaucracy
We provide the technical setup and latest software to ensure smooth communication and optimal working conditions
You will receive a professional remote onboarding
Opportunities to learn (access to an e-learning platform) and advance your career
We know you have a life outside of the office - enjoy flexible hours and a home office option
You can improve your language skills with free online lessons