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Software Support Engineer

RWS Group

This is a Contract position in Richmond, ia posted October 4, 2021.

Software Support Engineer
– Enterprise Location: Montreal, Canada About RWS: RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services.

We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.

Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.

Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide.

Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.

Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).

For further information, please visit: Job Description RWS is seeking an Enterprise Support Engineer 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.

Job Purpose:
· Provide real time responseresolution 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 releasespatches and provide feedback to development
· Demonstrate to and train end users on the various software applications Major Focus :
· 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 Service Cloud Experience Required
· 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)
· Experience with networks (IP, TCP, HTTP, firewalls, proxy servers) essential
· Strong experience of supporting systems developed within the Microsoft .NET framework, preferably using C# (J2EE architecture experience a plus)
· Good knowledge of common applications and file formats (DOCX, RTF, PPT, XLSX, HTML, XML and other DTP formats such as FrameMaker and InDesign)
· Experience with 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 (C#, Java) Education Level Required
· Technical Degree Level Qualification
· Relevant Product/System Certifications Life at RWS
– We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch As a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture.

RWS is an Equal Opportunities Employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trust.

All employees have a right to be treated with respect and dignity.

RWS operate in a manner for the inclusion of all
– any form of discrimination is expressly prohibited.

Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration.

We are proud to work in a company where all can succeed and grow their career and while RWS operates in accordance with all local employment laws, if local law enables any form of discrimination this is against RWS company policy and we will adhere to the highest standard.

Recruitment Agencies : RWS Group 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.