Senior Associate Technical Support Engineer

RWS is a leader in language technology software, providing enterprise solutions to fortune 500 companies, international governments and language service providers in over 30 countries.  As the language technology experts, RWS helps organizations implement the optimum technology solution that streamlines multilingual communications regardless of whether translations are outsourced or translated internally. RWS is looking for a Senior Associate Technical Support Engineer to join our team as a full-time employee. Working from the Bangalore office.

About Cloud Operations and Tech Support   
 
At RWS our Technical Support and Cloud Operations Teams are a global organization spanning across 13 countries serving a global customer base. Technical Support deliver highly valued support and build trusted relationships with our customers, from individual freelancers to large international corporations and governments.  
 
We are constantly investigating and solving technical problems across a wide range of products and technology, with emphasis on prevention and root cause analysis. At the same time, knowledge sharing is crucial, providing our users and colleagues with the latest solutions, answers, and information. From a Cloud Operations perspective we are a team of experienced, high-performance individuals focused on serving our Enterprise customers leveraging our SaaS solutions to power their “Seamless Customer Experience”. Our core focus is on Quality of Service, Customer Experience, Security and Compliance. Both technical and non-technical groups are embedded within the same Cloud Operations unit. 

Key Responsibilities

• Provide real time response\resolution to customer support inquiries
• Ensure customer satisfaction and ticket resolution
• Troubleshoot and reproduce client issues via remote desktop connections, building internal testing environments
• Document and escalate reproducible issues directly to products team.
• Work closely with products team to validate fixes and workarounds in internal bug tracking system
• Tracking and follow-up of all reported issues in issues tracking system
• Ensure timely resolution of all customer issues
• Contribute and maintain knowledge base articles
• Provide technical assistance to international clientele by phone, electronic communications and remote connections
• Make sure customer expectations are exceeded a little bit at every opportunity

Skills & Experience

• 3-5 years of Work experience in Application/production Support and supporting international clients
• Proven customer satisfaction approach
• Proven customer communications skills
• Excellent verbal and written communication skills in English
• Ability and willingness to learn new technology quickly
• A proven team player with the ability to work under pressure
• Self-motivated and able to work with minimal supervision
• Computer Science Degree/Diploma or equivalent
• Structured approach to problem solving
• In-depth proprietary Software Installation, Troubleshooting & Technical Support experience
• In-depth knowledge of SQL queries/ IIS/Tomcat Webserver
• Knowledge of MSSQL database configuration
• Excellent knowledge of networking principles and the IP protocol.
• Highly analytical and articulate

  WHAT TO BRING:

• Knowledge of localization processes
• Ability to follow departmental processes
• Exceptional time management and ability to prioritize duties
• Collaborative style
• Keen interest in technology and desire to learn about RWS technology
• NICE TO HAVE:
• Knowledge of localization processes
• Experience with Computed Aided Translation Tools, and the Translation industry in general.
• You like a challenging but rewarding fast-paced environment
• You love working with some of the top global brands
• You love finding solutions to complex problems
• You are willing to develop your technical skills

• WORK ENVIRONMENT

• Possibility to do charity work for 5 days paid.
• 3 weeks’ holiday.
• Fun social committee.
• Access to a vast library of eLearning training.

At RWS, we’re here for one purpose: unlocking global understanding.

As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.

We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.   

Over the past 20 years we’ve been evolving our own AI solutions as well as helping clients to explore, build and use multilingual AI applications. With 45+ AI-related patents and more than 100 peer-reviewed papers, we have the experience and expertise to support clients on their AI journey.

If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.

We want every colleague to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise. 

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.

For further information, please visit: RWS   

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.