Support Engineer - Chicago

Key Responsibilities:

Provide real time responses to our customer support inquiries.
Interact with our customers via electronic channels and telephone.
Diagnose problem causes and provide solutions.
Ensure continuous monitoring of customer issues until they are resolved.
Contribute FAQs and articles to the knowledge base.
Work closely with development to diagnose bugs and provide patches to customers.
Occasional beta testing of new product releases.
Occasional delivery of training to our customers.

Skills & Experience:

Excellent verbal and written communication skills in English.
Excellent problem solving skills.
Self-motivated and resourceful.
Empathy and enthusiasm essential to dealing with difficult customer issues.
Ability to quickly adapt to new methodologies and technologies, and work in a high-pressure environment. Preference for working in a cooperative team environment.
Demonstrated ability and willingness to learn new technology quickly.
Good knowledge of common applications and file formats (DOC, RTF, PPT, XLS, HTML, XML and other DTP formats such as FrameMaker and InDesign).
Experience in one or more of the following: MS SQL Database Server; Internet Information Services/Apache Tomcat; Windows operating systems (2000, XP, Vista and their respective server versions); .NET; Java.
Experience with computer-aided translation software, ideally with SDL Trados tools, would be a distinct advantage.

Is your background in one of the following areas?

Experience working in technical support, customer service or call center Degree in computational linguistics, computer science or translation/linguistics with a focus on computer-assisted/machine translation and/or terminology management
Experience in the localization industry
Initial experience with Windows networks and their administration

Are you interested in:

Working in an international environment?
Keeping abreast of new technologies?
A dynamic career path with exciting prospects?
A casual, yet focused work environment?
Excellent compensation?
New challenges and interesting projects?

This job is at our offices based in the financial district of Chicago.

To apply, please send your CV and covering letter to dkillick@sdl.com