Senior Associate Technical Support Engineer

Job PurposeRWS 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 SupportAt 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 Job OverviewKey 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 Life at RWSAt RWS were 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 worlds top 100 brands more than three-quarters of Fortunes 20 xe2x80x98Most 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 weve 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 youll 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 ValuesGet the 3Ps right Partner Pioneer Progress and wexc2xb4ll Deliver together as One RWS For further information please visit 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 characteristicsRecruitment 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