Associate Application Specialist

Job Purpose

Customer Engagement – Mission Statement

Our mission is to create exceptional experiences for RWS customers and internal teams by delivering award winning, reliable, insightful, and proactive technical expertise. We empower customers and internal teams to succeed by resolving issues with excellence, guiding them through product setup & smooth adoption. We constantly challenge and optimise our processes through AI and modern tooling. All our actions contribute to building long‑term trust.

About the role

This is a hands-on position that requires an excellent communicator with a solid ability to work as a team. The candidate will be applying deep technical knowledge to supply technical support, design and implement solution to a wide variety or internal and external technology users. The Application Specialist will be the main point of contact for technical related matters and engage with other RWS Departments as required to ensure customer satisfaction

The ideal candidate will be highly motivated and will preferably have experience in a similar role.

About Product & Technology

Product & Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Product & Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS. 

With a global reach, Product & Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Product & Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.

Job Overview

Key Responsibilities

• Provide first and second-level support for localization applications, CAT tools, and Translation Management Systems (TMS). 
• Diagnose, troubleshoot, and resolve application, workflow, and file-processing issues. 
• Manage and prioritize support requests through ticketing systems while meeting SLAs. 
• Collaborate with stakeholders to resolve localization-related issues. 
• Support CAT tools including Trados Studio, Passolo, Phrase, MemoQ, Wordfast Pro, XTM Cloud, Wordbee and Align Assist. 
• Troubleshoot localization file types including HTML, XML, JSON and other structured content formats. 
• Maintain process documentation and knowledge-base articles. 

What to bring 

• Strong understanding of localization processes and translation workflows. 
• Hands-on experience with one or more CAT tools or TMS platforms. 
• Experience working with ticketing systems and managing support requests. 
• Knowledge of HTML, XML, JSON and localization-related file formats. 
• Strong troubleshooting, analytical, communication and organizational skills. 
• Willingness to work in night shift (08:30 PM - 05:30 AM IST) and hybrid work model. 
• Nice to have 
• Experience with Trados Studio, Passolo, Phrase, MemoQ, Wordfast Pro, XTM Cloud, Wordbee or Align Assist. 
• Experience with ServiceNow, Zendesk, Freshdesk, Zoho Desk, HubSpot Service Hub, BMC Remedy/Helix or similar ticketing systems. 
• Knowledge of localization engineering concepts, translation memories and terminology management. 

Skills & Experience

• Bachelor's Degree or equivalent work experience. 
• 3+ years of experience in Application Support, Localization Support, Translation Technology Support or related field. 
• Prior experience in the localization industry preferred. 
• Hands-on experience with CAT tools, file types and ticketing platforms. 
• Candidates must be willing to work night shift (08:30 PM - 05:30 AM IST). 
• Candidates residing in Thane, Navi Mumbai or Central Mumbai suburbs preferred. 

Life at RWS

Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, 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, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI 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. 

RWS Values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.