Technical Support Analyst

RWS is seeking an Enterprise Support Analyst to join a global team supporting mission-critical enterprise software for a host of blue-chip customers. We are looking for a highly analytical and articulate individual to work in a busy team providing high-quality technical support to internal and external users. The successful candidate will thrive in a challenging environment where they will be constantly gaining knowledge of RWS Language Technologies Solutions.

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
• Interact with RWS customers via phone, e-mail and remote sessions
• Diagnose problem causes and provide solutions and best practices to customers
• Ensure continuous monitoring and follow-up of customer issues so that they are resolved according to customer service level agreement timelines.
• Contribute and maintain knowledge base articles
• Diagnose bugs and provide suitable workarounds to end users
• Test new product releases\patches and provide feedback to development
• Quality technical support and ensuring customer satisfaction
• Timely response to all assigned support cases
• Structured approach to problem solving
• Proactive follow-up on all assigned issues to ensure satisfactory closure
• Maintenance of support case status, including root cause, within ticketing system

Skills & Experience

• 2 Years’ experience in a technical support role supporting software applications and enterprise clients is preferable
• Strong written and oral interpersonal and communications skills in English
• Excellent investigative and debugging skills
• SQL command/query experience essential (mainly SQL Server/Oracle, Mongo DB a plus)
• Knowledge of networks (IP, TCP, HTTP, firewalls, proxy servers)
• Knowledge of supporting systems developed within the Microsoft .NET framework, preferably using C# (J2EE architecture experience a plus)
• Knowledge of common applications and file formats (DOCX, RTF, PPT, XLSX, HTML, XML and other DTP formats such as FrameMaker and InDesign)
• Knowledge of ASP/ASP.NET, XML/XSL, WCF, Active Directory, IIS, Java, J2EE architecture, Application Servers would be advantageous
• Knowledge of programming concepts and general ability to read code is advantageous
• Technical Degree Level Qualification
• Relevant Product/System Certifications

Location

Canada - West coast is a must.

PST coverage is required; hours are 9am -5:30pm PST.

Benefits

• Possibility to do charity work for 5 days paid.
• 4 weeks’ holiday, your birthday OFF and 5 sick days.
• Access to a vast library of eLearning training.
• Great benefits plan (dental, medical, STD/LTD, EAP…)
• RRSP of up to 5% match

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.