Localization Academy

Associate Technical Support Engineer-(fixed term contract)

⚠️ This job was posted more than 2 weeks ago and may no longer be active

As a Technical Support Specialist at RWS, your primary purpose is to deliver exceptional technical assistance and problem resolution to our clients, ensuring seamless operation of their systems and technologies. You will play a crucial role in maintaining client satisfaction by promptly responding to inquiries, diagnosing issues, and implementing effective solutions. Collaborating with cross-functional teams, you will contribute to the continuous improvement of our products and services, leveraging your technical expertise to enhance the overall customer experience. Your commitment to providing clear communication, accurate troubleshooting, and timely resolutions will be instrumental in upholding RWS’s reputation for delivering high-quality and reliable technical support services to our diverse clientele.

 

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

 

  • Providing real-time response and resolution to customer support queries
  • Interacting with our customers via e-mail (ticketing system), in remote sessions, and occasionally over the phone
  • Diagnosing and providing solutions to technical issues (server-based, cloud-based, desktop products), troubleshooting client-server issues
  • Actively contribute to our knowledge base by documenting solutions via internal and external articles
  • Cross-function collaboration with other teams: Development, Sales, and Professional Services.

 

Skills & Experience

 

  • Experience working in a Technical Support role with a proven track record in multi-tasking and meeting customer Service Level Agreements on an ongoing basis.
  • Willingness to learn new technology in a fast-moving environment.
  • Good knowledge of Microsoft Windows platforms (Server and Office)
  • Experience working with remote desktop tools
  • Experience with Web Developer Tools across Web browsers
  • Experience with debugging and monitoring tools and platforms
  • Knowledge of common applications and file formats (DOCX, XLSX, HTML, XML, JSON)
  • Excellent verbal and written communication skills in English

Desirable

  • Experience with localization tools would be a plus.
  • Experience and understanding of Cloud and SaaS platforms would be advantageous.
  • Experience with SQL Server queries and commands and maintenance would be advantageous.