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Contenta Publishing Support Specialist

2 weeks ago

Dublin, Dublin City, Ireland RWS Full time

Job Overview

The role of the Application Support Engineer is to provide high-quality support services and programs that achieve excellent customer satisfaction for RWS's Contenta Publishing product suite.

The position involves building strong credibility with customers and internal stakeholders through superior customer service skills and technical expertise. The ideal candidate will deal with 1st level and 2nd level support requests from RWS's customers and partners, according to the support procedures.

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.
  • 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.
  • Functional Excellence – Improves customer service by contributing to knowledge management resources, identifying, and communicating software defects and/or enhancements to product development.
  • Relationship Building – Builds strong working relationships internally to collaborate on solving customer issues.

Technical Requirements:

  • Bachelor's degree or equivalent 3-7 years working experience.
  • Excellent technical troubleshooting and problem resolutions skills.
  • Experience in a technical support role.
  • Working knowledge of Windows (Client/Server) and/or LINUX server.