Job Purpose
The Application Support Engineer applies deep technical and customer support experience to deliver high quality support services and programs that achieve excellent customer satisfaction to our Contenta Publishing product suite customer base. The position builds strong credibility with customers and internal stakeholders through superior customer service skills and technical know-how. The ideal candidate is responsible for dealing with 1st level and 2nd level support requests from RWS’s customers and partners, according to the support procedures to obtain high customer satisfaction and reference-able customers. The candidate will also provide support to other internal departments including but not limited to Professional Services and Customer Success Manager teams.
Job Overview
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.
* Products Supported: The Contenta Publishing Suite consists of Contenta, Contenta S1000D, LiveContent S1000D, and XPP.
* 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.
Technical Required Skills & Experience
* 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, VM’s, Tomcat, Perl, or Java.
* Experience or Knowledge of SGML, XML, XSL or XSLT, CSS, S1000D standard.
Personal Skills Required
* 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.
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