Preferred Technical Skills:
• Good technical troubleshooting and problem resolutions skills
• Experience in a technical support role is a plus
• General understanding of virtualized environments.
• Understanding of and experience with case handling processes and understanding of R&D development cycles and release management
• Knowledge or understanding of: Windows Server Administration, Databases, Scripting languages (Java, Javascript), Web servers such as Tomcat and/or IIS or other web-related technologies
• Any experience of the following is advantageous: XML, SQL query language, PowerShell, Networking, Fiddler, Web Debugger, Packet analyzers, or other web-related technologies
• Understanding of DITA is a plus
• Knowledge of editors such as XMetaL, FrameMaker, Arbortext, and Oxygen is a plus
Critical Skills & Competencies:
• Constantly looks for opportunities to improve work processes and results.
• Demonstrates concern and takes action for meeting and exceeding their customer’s expectations and requirements.
• Adaptable, curious individuals who experiment and are adaptable to changing needs and priorities
• Excellent spoken and written English
• Fast and engaged learner of new technologies and products
Key Responsibilities:
Operational Excellence — Effectively and efficiently supports customers on a variety of products and technologies by providing your technical skills to advice and guidance on the use of products and resolving issues. Independently manages and prioritizes workload to achieve deadlines and KPIs.
Delivers Quality, Value, Results — Applies technical support 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 in order to collaborate on solving customer issues. Leveraging technical and customer knowledge offers credible input to product development on software bugs and enhancements.
Additional Job Specific Responsibilities:
• Provide technical product support to customers, partners and consultants according to the support procedures in order to resolve problems of different complexity levels in a timely manner, according to the support and maintenance agreement
• Guarding and meeting the service level as agreed with our customers, partners and the internal organization
• Maintains support case status, including root cause, within the support case management system
• Maintain a working relationship with Customers, support teams, QA, and Engineering
• Contribute to the RWS philosophy that Support Services are a true differentiator
• Review development documentation and provide feedback on Technical Support and Customer Requirements / Implications
We Offer:
Competitive salary;
Bonus system based on appraisal results;
100% compliance with Labor Law and even more (100% covered sick leaves, 24 WORKING days of vacation);
Medical insurance (A and A+ class clinics);
English lessons;
Comfortable office location (near Pochina Metro station);
Free parking;
Comfortable working environment (hi-end workstations, recreation area);
Daily fruits and snacks.
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).
RWS Ukraine was established in 2008. Now we have around 60 software developers and test engineers working with us. Together with their colleagues from the Netherlands, Belgium and USA our employees develop world-renowned products such as RWS Tridion Docs and SDL Tridion Sites.
RWS Kyiv office is conveniently located in the newly built SP Hall business center. Designed from scratch, our office occupies the 6th floor of the building offering panoramic views on the neighborhood. Spacious working areas and comfortable meeting rooms provide up-to-date environments ideally suited for team collaboration.
Company website:
https://www.rws.com/
DOU company page:
https://jobs.dou.ua/companies/rws/
The job ad is no longer active
Job unpublished on
27 June 2021
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