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We are looking for a highly analytical and articulate individual to work in a busy team providing high-quality technical support to internal and external users. The successful candidate will thrive in a challenging environment where they will be constantly gaining knowledge of RWS Language Technologies Solutions.\n\nKey Responsibilities:\nProvide real time response/resolution to customer support inquiries\nInteract with RWS customers via phone, e-mail and remote sessions\nDiagnose problem causes and provide solutions and best practices to customers\nEnsure continuous monitoring and follow-up of customer issues so that they are resolved according to customer service level agreement timelines.\nContribute and maintain knowledge base articles\nDiagnose bugs and provide suitable workarounds to end users\nTest new product releases/patches and provide feedback to development\nDemonstrate to and train end users on the various software applications\n\nMajor Focus:\nQuality technical support and ensuring customer satisfaction\nTimely response to all assigned support cases\nStructured approach to problem solving\nProactive follow-up on all assigned 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