Mumbai

 

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: www.rws.co

About the Role

This is a hands-on position that requires an excellent communicator with a solid ability to work as a team. The successful candidate will be responsible for supporting a large number of users in a fast paced environment, initially responding to support tickets and undertaking an immediate effort in order to restore a failed service or to perform basic level system configuration. Through tasks and projects the candidate will apply existing knowledge of the technology, products and skills as well as ensure excellent customer satisfaction.

The ideal candidate will be highly motivated and will preferably have experience in a similar role.

Key responsibilities include

Support activities:

• Provide an initial response to support tickets raised by the users
• Pro-actively and independently resolve common technical issues and system failures (tasks in Translation Workflow Automation systems that have fallen in ‘error’ stages which require corrective action).
• Assist less senior member of the teams with queries
• Perform initial investigation and escalate support tickets to Language Delivery Technology Services Accounts Leads or appropriate departments and follow the progress until the technical resolution is achieved

 

 

 

Implementation and Configuration activities:

 

• Independently perform basic configuration task such as granting users access to the system, modify the existing Translation system workflow or modify costing information
• Assist more senior Application Specialists with tasks such as, gathering new requirements for existing or new implementations and contribute to the configuration as well as testing
• Ability to autonomously prioritize tasks based on the overall impact of the system failures or complexity of the new requirements for the end user

 

 

Process and Knowledge Building activities

• Ensures that relevant project documentation is updated and maintained and that changes are communicated to the extended project team

Communication and Relationships activities:

• Answer user questions about the system
• Provide regular updates to users about their requests through excellent verbal and written adapted communication to the audience
• Builds trustful relationships with peers and technology users alike by attending account meetings for example and identify efficiency gains on the current process such as adding/removing translation workflow steps or ways to ensure that support cases capture all the information required

What to bring

• Acute attention to details
• Ability to follow departmental and project specific processes
• Make suggestions on existing processes to increase the overall efficiency
• Collaborative style
• The will to extend your technical knowledge
• Proven methodical problem solving skills
• Keen interest for technology
• Basic hardware and networking knowledge
• Basic Knowledge of Microsoft Windows Operating Systems
• Advanced Knowledge of Microsoft Office

 

Nice to have

• Incident Management Portal experience (Salesforce, BMC, etc…)
• Basic knowledge of encoding and Windows file system
• SQL Knowledge
• HTML and XML  fundamentals
• Previous CAT Tool experience
• Knowledge of localisation processes
• Scripting, Macros or programming skills (C,.Net Framework)

 

You will be a great fit if

• 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

Education and Experience

• University Degree
• Previous experience in a similar role

 

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