Duration: 12 month fixed term contract

The Application Support Engineer applies deep technical and customer support experience to deliver high quality support services and programs that achieve excellent customer satisfaction to our Contenta Publishing product suite customer base. The position builds strong credibility with customers and internal stakeholders through superior customer service skills and technical know-how. The ideal candidate is responsible for dealing with 1st level and 2nd level support requests from RWS’s customers and partners, according to the support procedures to obtain high customer satisfaction and reference-able customers. The candidate will also provide support to other internal departments including but not limited to Professional Services and Customer Success Manager teams. For more information on Contenta Publishing Suite: https://www.sdl.com/software-and-services/knowledge-delivery-s1000d/contenta-publishing-suite.html

Key Responsibilities:

Operational Excellence – Effectively and efficiently supports customers on a variety of products by providing advice and guidance on the use of products and resolving issues. Independently manages and prioritizes workload to achieve deadlines and Key Performance Indicators (KPIs).

Delivers Quality, Value, Results – Applies deep customer service and product skills to quickly determine the nature of the customer issue and identify an appropriate course of action. For example: user errors vs. technical issues. Escalates issues and involves others where needed to achieve a successful resolution.

Functional Excellence – Improves customer service by contributing to knowledge management resources, identifying, and communicating software defects and/or enhancements to product development, and identifying new information that would be helpful to customers.

Relationship Building – Builds strong working relationships internally to collaborate on solving customer issues. Leveraging technical and customer knowledge, offers credible input to product development on software bugs and enhancements.

Products Supported: The Contenta Publishing Suite consists of Contenta, Contenta S1000D, LiveContent S1000D, and XPP.

Additional Job Specific Responsibilities:

• Provide product support to customers, partners, and internal departments according to the support procedures to resolve problems of different complexity levels.
• Meeting the service level as agreed with our customers, partners, and the internal organization.
• Provide technical support and update customers and partners in a timely manner, this in accordance with the support and maintenance agreements via phone, email, and direct remote connection.
• Ability to work effectively with multiple different groups of varying technical skills.
• Authoring Knowledge articles and white papers when required for internal and external audiences.
• Submits enhancement requests and defect tickets to engineering for issues identified.
• Maintain a working relationship with Customers, support teams, QA, and Engineering
• Contribute to the RWS philosophy that Support Services are a true differentiator.
• Able to work extended or off-hours for customer critical emergencies if needed.
• Able to travel on occasion.
• Review development documentation and provide feedback on Customer Support and Customer Requirements.

Technical Required Skills

• Bachelor’s degree or equivalent 3 - 7 years working experience.
• Excellent technical troubleshooting and problem resolutions skills.
• Experience in a technical support role.
• Understanding of and experience with case handling processes and understanding of R&D development cycles and release management.
• Working knowledge of Windows (Client/Server) and/or LINUX server.
• Experience in installing, configuring, and supporting web applications in Windows and/or Linux environments.
• Working knowledge of Databases - Oracle or MSSQL or MySQL database, SQL scripting.
• Knowledge of any of the following a must have - Content Management System (CMS), Publishing System, Networks, VM’s, Tomcat, Perl, or Java.
• Experience or Knowledge of SGML, XML, XSL or XSLT, CSS, S1000D standard.

Performance Criteria / Personal skills

• Excellent listening, communication, and conflict resolution skills
• Highly service minded, driven and enthusiastic, detail oriented, team-player.
• Tuned in to customer needs and able represent customer urgency and priority to the rest of the organization.
• Able to shift priorities quickly and display a positive approach when facing obstacles.
• Driven to achieve results through a logical and systematic approach.
• Fast and engaged learner of new technologies and products.
• Strong self-study trait to help expedite the product learning process.
• Strong organizational skills and desire to see things through.

Life at RWS

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 employee 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.