About Acrolinx

Acrolinx delivers best-in-class linguistic software solutions to many of the largest and most innovative international companies. Chances are, you’ve read some text today that Acrolinx soft­ware helped to shape. Our customers rely on our AI to ensure consistent and high-quality writing on a global scale.

We’re a growing company where you can expect to know everyone’s name. Our headquarters is located in Berlin, and our employees are based around the globe.

About the Position

This position is based in our Boston office and has a global reporting structure. Using Zendesk and online meeting software, you’ll provide the same “so good they can’t stop talking about it” support experience our end users are used to. You’ll review open customer tickets, reproduce software issues, and formulate workarounds and solutions using a combination of our online documentation and your technical knowledge. You’ll manage customer expectations for the issues that you can’t solve, using Jira to escalate them to development, and updating customers on the status of their escalated tickets. This is where having an acute understanding of prioritization and task escalation will come into play! Collaborating with Customer Success Managers and Solutions team, you’ll provide consulting for all technical aspects of customer installations. This might include giving advice on different customer environments including database back-ends, active directories, proxies, and firewalls.

You’re customer focused, motivated, ready for technical challenges, and able to work independently and proactively. You have the technical skills required to become a master of Acrolinx software with minimal guidance. You enjoy reading technical documentation and aren’t scared to provide feedback. You might play around with code in your spare time and are constantly honing your technical skills.

Responsibilities

  • Provide high-level technical expertise for customers in English
  • Communicate with customers and manage issue resolution in our ticketing systems
  • Gather required files, reproduce software issues, formulate, and test issue resolution
  • Apply critical thinking skills to connect information from various sources and provide resolution
  • Escalate tickets to specific development groups as required with all supporting information
  • Collaborate with different product specialists to resolve complex tickets
  • Use remote meeting software to meet with customers and troubleshoot issues
  • Go onsite to technically assist and support customers
  • Assign tickets to specific groups within Acrolinx

Requirements

  • Bachelor’s degree
  • 2+ years practical experience in a technical support or system administration position
  • Experience working remotely
  • Independent, analytical, methodical, proactive approach
  • Strong written, verbal, and interpersonal communication skills
  • Proven ability to convey technical information to a non-technical audience
  • Ability to learn from written documentation with little additional guidance
  • Strong understanding of: OS X, Windows 7/Windows 8/Windows 10, and Linux
  • Solid understanding of fundamentals of PC hardware, networking, file systems
  • Proven experience in delivering online and in-person trainings
  • Proven experience in risk management/prioritization
  • Ability to work under pressure

Additional Relevant Experience

  • Experience with Zendesk/Jira
  • Supporting B2B Enterprise software
  • Proficiency in German a definite advantage
  • Working knowledge of following concepts/technologies or have proven technical aptitude for learning them: JavaScript, Object-Oriented Programming, Java, System Configuration, SQL Queries, XML, HTML, DITA
  • Experience with virtualization software such as VMware
  • Background in linguistics, translation, or terminology

How to Apply

Please send your résumé to Jordan Kerr (jordan.kerr@acrolinx.com)

** Recruiters, please don’t contact this job poster. **

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about what we do, please visit www.acrolinx.com.