About the role
TransPerfect, through its Vasont Systems division, provides second-level customer support for GlobalLink Vasont Inspire and GlobalLink Astoria. The role investigates and troubleshoots customer issues, coordinates escalations, delivers application training, and maintains customer support and training materials. ResponsibilitiesProvide second-level support for GlobalLink Vasont Inspire and GlobalLink Astoria through the GlobalLink CCMS trouble-ticketing system, email, and phoneInvestigate and troubleshoot customer-reported issues that cannot be resolved by the first-level support team, working closely with customers to isolate problems and provide resolution guidanceEscalate complex issues to appropriate teams, including Operations, Solution Engineering, and Software Engineering, as neededDeliver application training to customers through private webinars, ensuring accuracy and completeness of materialsRecord training sessions and manage access for user downloadsUpdate training materials