Application Support Engineer

2 days ago

Dublin, Dublin City, Ireland Propylon Full time
Application Support Engineer (ASERWS1224)

Overview:
Are you an experienced Application Support Engineer passionate about applying technical problem-solving skills and delivering exceptional customer support experiences?
We're seeking a motivated technical support specialist to join Propylon RWS and leverage their technical and customer support expertise to deliver high-quality services and programs that achieve excellent customer satisfaction for RWS's Contenta Publishing Suite customer base.

Products Supported: The Contenta Publishing Suite includes Contenta, Contenta S1000D, LiveContent S1000D, and XPP.

About RWS and Propylon:
RWS Holdings plc is the leading provider of technology-enabled language, content management, and intellectual property services. We help customers connect globally, scale business-critical content, and protect their innovations. Our vision is to solve language, content, and market access challenges through global intelligence, expertise, and smart technology. RWS serves diverse sectors, including technology, pharmaceutical, legal, and government, from offices across five continents. Customers include 90 of the top 100 global brands, the top 10 pharmaceutical companies, and 18 of the top 20 patent filers. Founded in 1958, RWS is headquartered in the UK and listed on AIM (RWS.L). Learn more at www.rws.com.

Propylon, part of the RWS Group, shares a vision to transform content management for rule-makers and rule-takers. Propylon is a small software company delivering high-quality legal software, empowering developers with significant decision-making influence and ownership. Recognized as a "Great Place to Work" in Ireland, Propylon offers competitive salaries, excellent training, and career development opportunities.

Life at RWS: We work hard together to deliver for our customers. Our expertise, professionalism, and determination to never let others down drive us to be passionate and serious about what we do, delivering customer value while always adding a human touch.

Key Responsibilities:

  • Operational Excellence: Effectively and efficiently supports customers on a variety of products by providing advice and guidance on the use of products and resolving issues. Independently manages and prioritizes workload to achieve deadlines and Key Performance Indicators (KPIs).
  • Delivers Quality, Value, Results: Applies deep customer service 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 to collaborate on solving customer issues. Leveraging technical and customer knowledge, offers credible input to product development on software bugs and enhancements.

Job Specific Responsibilities:

  • Provide product support to customers, partners, and internal departments according to the support procedures to resolve problems of different complexity levels.
  • Meeting the service level as agreed with our customers, partners, and the internal organization.
  • Provide technical support and update customers and partners in a timely manner, this in accordance with the support and maintenance agreements via phone, email, and direct remote connection.
  • Ability to work effectively with multiple different groups of varying technical skills.
  • Authoring Knowledge articles and white papers when required for internal and external audiences.
  • Submits enhancement requests and defect tickets to engineering for issues identified.
  • Maintain a working relationship with Customers, support teams, QA, and Engineering.
  • Contribute to the RWS philosophy that Support Services are a true differentiator.
  • Able to work extended or off-hours for customer critical emergencies if needed.
  • Able to travel on occasion.
  • Review development documentation and provide feedback on Customer Support and Customer Requirements.

Requirements:

  • Bachelor's degree or equivalent 3 - 7 years working experience.
  • Excellent technical troubleshooting and problem resolutions skills.
  • Experience in a technical support role.
  • Understanding of and experience with case handling processes and understanding of R&D development cycles and release management.
  • Working knowledge of Windows (Client/Server) and/or LINUX server.
  • Experience in installing, configuring, and supporting web applications in Windows and/or Linux environments.
  • Working knowledge of Databases - Oracle or MSSQL or MySQL database, SQL scripting.
  • Knowledge of any of the following a must have - Content Management System (CMS), Publishing System, Networks, VMs, Tomcat, Perl, or Java.
  • Experience or Knowledge of SGML, XML, XSL or XSLT, CSS, S1000D standard.

Performance Criteria / Personal skills:

  • Excellent listening, communication, and conflict resolution skills.
  • Highly service-minded, driven and enthusiastic, detail-oriented, team-player.
  • Tuned in to customer needs and able to represent customer urgency and priority to the rest of the organization.
  • Able to shift priorities quickly and display a positive approach when facing obstacles.
  • Driven to achieve results through a logical and systematic approach.
  • Fast and engaged learner of new technologies and products.
  • Strong self-study trait to help expedite the product learning process.
  • Strong organizational skills and desire to see things through.

Propylon is an equal opportunities employer; positions are open to all suitably qualified candidates, regardless of gender, civil or family status, sexual orientation, religious belief, age, disability, race or membership of a minority community.

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