Senior Associate Technical Support Engineer

Job Purpose

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 Product & Technology

Product & Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Product & Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS. 

With a global reach, Product & Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Product & Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.

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, logging tools
• Skillset of working with Development team and other different within organization
• Excellent knowledge of networking principles and the IP protocol.
• Highly analytical and articulate.