Technical Support Specialist

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: www.rws.com

 

Overview:

Due to the continuous growth of RWS, we are looking to recruit a highly analytical Technical Support specialist  to join our global team in supporting mission-critical enterprise software, for a host of globally recognized customers.

The successful candidate will thrive in a challenging environment, want to work with the very best global tech and is eager to join a team who strives for success, personal development and world-class delivery.

 

Responsibilities:

• Provide real time response\resolution to customer support inquiries
• Diagnose and resolve customer software application issues
• Maintain the efficiency and support of customers software applications
• Perform analysis on software application functionality, suggesting improvements
• 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 effective front-end and back-end functionality of applications
• Consult with the software development team, internal users and customers to improve application performance
• Establish the root causes of application errors and report issues to product team
• Keep a record of configuration changes and scheduled application updates
• Contribute and maintain knowledge base articles
• Test new product releases\patches and provide feedback to the development team
• Provide demonstrations to end users on various software applications
• Proactively follow-up on all assigned issues to ensure satisfactory closure
• Make sure customer expectations are exceeded a little bit at every opportunity

 

Experience Required:

 

Essential…..

• Collaborative style
• Need to pass Canadian reliability clearance
• Exceptional time management and ability to prioritize duties
• Proven customer satisfaction approach
• Proven customer communications skills
• Excellent verbal and written communication skills in both French and 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
• Experience in similar role within Application Support
• SQL command/query experience: SQL Server

• Exposure to common applications and file formats: DOCX, RTF, PPT, XLSX, HTML and XML
• Experience with ASP/ASP.NET, XML/XSL, WCF, Active Directory, IIS, Java and J2EE architecture

Desirable….

• Network knowledge: IP, TCP, HTTP, firewalls and proxy servers
• Supporting systems developed within the Microsoft .NET framework (preferably using C#)
• Application Servers
• Keen interest in technology and desire to learn about RWS technology
• Knowledge of localization processes
• Experience with Computed Aided Translation Tools, and the Translation industry in general.

Benefits:

• 4 weeks’ holiday, your birthday OFF and 5 sick days.
• Possibility to do charity work for 5 days paid.
• Infinite training, professional development and personal growth opportunities.
• Great benefits plan (dental, medical, STD/LTD, EAP…)
• The rare opportunity to impact how organizations communicate globally. There’s a reason we work with 90 of the top 100 brands.
• Smart, engaged co-workers, a culture of diversity, innovation and opportunity.
• Great work life balance!
• Access to a vast library of eLearning training.

 

You will be a great 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

Work Environment

• Brand new modern open concept office with breakfast and fruits available as well as great coffee.
• Located a couple of minutes from Peel metro station, very practical in winter as you don’t need to go outside.

 

Our mission to you:

Aside from a competitive salary and outstanding benefits, you will be working for a team that nurtures, enables and trusts. We are committed to ensuring all our employees work in an environment that promotes teamwork, diversity, and personal progression.

 

Equal Opportunity: 

RWS embraces diversity 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.

RWS is an Affirmative Action Employer.

For more information about EEO/AAP legislation please visit: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf

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.