COMPANY DESCRIPTION & JOB PURPOSE

Hello, we’re TOPPAN Digital Language. We’re a language solutions provider that’s enabled by tech. Our mission is to help global companies with high-risk, business-critical content sell with confidence in any language.

We aim to be the #1 localization partner for companies in life sciences and healthcare, market insights, retail and e-commerce, and financial services. Operating globally, we design language solutions with the best teams and the best tech to meet our customers’ needs at speed, at scale—securely. We are obsessed with our clients’ success, and as importantly, our employees’. We want to build a reputable company that attracts, develops, and retains exceptional talent in our industry.

Our values reflect the thinking of our founders who have decades of trusted industry and localization expertise. They act as a major force in shaping our company culture: an entrepreneurial spirit that embraces a growth mindset and an ethos of inspiring excellence

Reporting to the Customer Success Coordinator, the Associate Solutions Specialist assists the TDL Technology team in providing a variety of consultative and sales support services (such as preparation of solution preparations, demonstrations, sales support materials) towards external and internal customers, participates in solutions implementation and TDL systems administration, setup and testing.

Additionally, this role also supports maintaining TDL’s ISO27001 certification and is a key part of a culture that is focused on execution, delivery and performance.

ACCOUNTABILITIES AND RESPONSIBILITIES

Support Customer Success Coordinator in understanding internal and external client’s needs and challenges and to define the most suitable solution and processes to be launched for external opportunities and internal challenges.
Support senior team members (Sales, Account Managers, Business consultants) in the delivery of customer presentations.
Support sales and account management in responding to RFPs by researching information and providing organisational or administrative responsibilities for pre-sales activities (eg delivery of proof of concepts).
Participate in solutions implementation project and contribute to planning, scheduling and follow up (participating and organising meetings and follow up on action items). Working as the bridge between stakeholders involved (clients, sales, project managers, etc).
Work closely with all stakeholders to optimise operational processes and workflows within the TDL technology eco-system.
Confirm and resolve functionality issues through research, reproduction and troubleshooting.
Where assistance from other stakeholders is needed, document incidents and work with other technical support staff (both internal and external) to resolve problems. Report on progress to stakeholders and validate successful resolution when external parties confirm resolution.
Create test cases and perform testing and validation.
Develop/review content for knowledge-base and process and support documentation.
Act as a team member that contributes to solutions and seeks to deliver above and beyond customers’ expectations.
Perform internal audit cycles for company’s ISO27001 certification.
Adapt to a fast-paced and changing technical environment.

QUALIFICATIONS AND EXPERIENCE

Degree in Translation/Interpreting/Localization/Software Engineering/IT or equivalent experience
Fluent in English (plus preferred one or more additional languages) and excellent verbal and written communication skills
Demonstrated ability to learn new technology quickly
1+ years experience in translation/localization or IT consultancy/support environment focused on supporting customer onboarding to new technologies
Demonstrated experience with at least one of the following toolsets: CAT tools, Terminology databases, Translation Management Systems, QA tools, MT applications
Completed ISO Auditing course or willingness to take training
Familiarity with ISO27001 principles and controls

SKILLS

Customer-first attitude
Highly organized and good project management skills
Self-motivated, pro-active and resourceful
Excellent interpersonal and communication skills
Driven and enthusiastic team player
Logical and systematic troubleshooting/problem-resolution approach
Able to work under pressure

Toppan Digital Language is committed to equality in employment and is able to consider any necessary adjustments during the recruitment process.

Toppan Digital Languages

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