Application Support Team Leader in Timisoara, Romania (other locations may also be considered)

Lingo24 is looking for a Team Leader to join its Application Support Team. Technology underpins Lingo24's ability to meet customer needs and expectations as we continue to expand and grow. We believe that a strong and innovative technology platform and services offering is a key differentiator within the translation market. Providing a strong technology platform also means providing excellent technical support to our staff, clients, and suppliers. When supporting our platform we aim to constantly improve the user experience, updating support documentation, liaising directly with the technology teams, and closing the feedback loop between developers and users.

Key Challenges

The business domain of translation brings with it some specific problems and challenges, which in addition to the more usual challenges associated with a high availability web-scale business create an interesting and rewarding environment. Some of the key technical challenges for Lingo24 are:

  • A global 24/7 business - with the majority of our translators working "in country" we have a truly 24/7 operation. With hubs spread across the globe to support our clients and translators, our systems are used all day every day, if we can’t provide the stability and support required there is an impact across the whole business.
  • Simplifying the translation process - translation is a complex process, providing our clients with simple and easy to use tools helps to break down the barriers to quality translations. Ensuring that clients can easily get in touch for help and advice, delivers simplicity and value.
  • Empowering our translators - the tools available to translators not only help improve the quality of the translations, but also the effort required to create the translations. Translators require a breadth of technical tools, such as translation memories, review processes, search functionality and automated quality checks. We deliver an online web-based CAT tool, providing easy access and a shared work environment, but we also need to provide the support, training and technical advice to complete the user experience expected by users.

Primary Responsibilities

  • Day to day management of the Application Support Team, ensuring we have the skilled resources in place to meet customer demands
  • Management of issues raised via our online service desk, ensuring that issues are picked up and SLAs for response and resolution are met
  • Provision of support documentation for use internally and externally
  • Pro-active development of support processes to ensure we stay ahead of customer expectations
  • Direct communication with business analysts and software engineers to resolve technical hurdles and shape the development of our technology platform

Qualifications and Experience

Essential (mandatory)

  • Computer Science BSc or evidence of equivalent experience
  • 3+ years experience working in an incident based support environment
  • Experience delivering support in-line with ITIL processes
  • Experience working with ticketing systems (e.g. Jira, Zendesk)
  • Experience writing support processes and customer-facing support documentation
  • Team leadership experience, including direct management or reports and performance reviews

Desirable (not mandatory)

  • ITIL certification
  • Knowledge of translation technology components (e.g. translation management systems, computer-assisted translation tools, translation memory, machine translation)
  • Application development or QA experience
  • System administration or other technical support experience

Skills and Behaviours

  • An excellent communicator; disciplined, persistent, organised, proactive and capable of bringing in results without being pushy
  • Self-starter; capable of working independently without day-to-day supervision, confident in their own decision making
  • Positive and optimistic
  • Receptive to feedback; eager to learn and embrace continuous improvement
  • Ability to work effectively within a team and as an ambassador for technology within the wider company
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