About Language Delivery Technology Services

The Associate Application Specialist is a valuable member of the Language Delivery Technology Services (LDTS) team. Thanks to its global presence within RWS, LDTS works closely with RWS technology users to deliver innovative technical solutions in response to a wide range of requirements

Language Delivery Technology Services - Mission Statement

The Language Delivery Technology Services Team provide outstanding service to the RWS Language Delivery organization and by extension to their customers by offering direct support, application setup and optimization, and process improvements.

About the Role

This is a hands-on position that requires an excellent communicator with a solid ability to work in 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 perform basic-level system configuration. Through tasks and projects, the candidate will develop product knowledge and skills as well as ensure 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
• Proactively resolve common technical issues and system failures (tasks in Translation Workflow Automation systems that have fallen in ‘error’ stages that require corrective action).
• Quickly escalate support tickets to more senior members of the team or appropriate departments and follow the progress until the technical resolution is achieved

Implementation and Configuration activities:

• Under the supervision of more senior members of the team perform basic configuration tasks such as granting users access to the system, modifying the existing Translation system workflow
• Assist more senior Application Specialists with tasks such as initial investigation of technical issues, gathering new requirements for existing implementations as well as testing
• Ability to 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:

• Follow the existing processes and accounts documentation by routing tickets to appropriate Account Leads for example.
• Communication and Relationships activities:
• Answer user questions about the system
• Provide regular updates to users about their requests through excellent verbal and written communication

What to bring

• Acute attention to details
• Ability to follow departmental and project-specific processes
• Collaborative style
• The will to extend your technical knowledge
• Proven methodical problem-solving skills
• Keen interest in technology
• Basic hardware and networking knowledge
• Basic Knowledge of Microsoft Windows Operating Systems
• Basic 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 localization 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

Life at RWS
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 purpose is to unlock global understanding. This means 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.

Diversity & Inclusion
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.