Technical Support Analyst, Wolters Kluwer

German Speaking

Salary not provided

+ Bonuses

SQL

.NET

Windows

Junior and Mid level

London

2+ days a week in office (Canary Wharf, London)

Information services and software solutions

Open for applications

Information services and software solutions

1001+ employees

B2BEnterpriseLegalBusiness IntelligenceFinancial ServicesAutomation

Open for applications

Salary not provided

+ Bonuses

SQL

.NET

Windows

Junior and Mid level

London

2+ days a week in office (Canary Wharf, London)

1001+ employees

B2BEnterpriseLegalBusiness IntelligenceFinancial ServicesAutomation

Company mission

To empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.

Job

Company

Role

Who you are

Fluency in German and in English is a must
Running SQL queries on databases
Ability to reproduce errors and troubleshoot issues using error logs, SQL queries, reviewing previous tickets, knowledge base articles, debug tools, etc
Ensure completion of tasks, taking full ownership of tickets, maintaining consistent communication with all affected parties
Ability to setup and configure web applications on Windows servers (e.g., SQL server, .NET application, IIS)
Solid understanding of SAAS solutions (Cloud)

Desirable

Authentication methods and security
Procmon, Wireshark, Fiddlercap, SQL profiler and regedit
Fluency in either French or Dutch is a plus

What the job involves

We are looking for someone that is resourceful in getting things done – a team player that is both independent, collaborative, and comfortable taking ownership of problems and issues raised by clients. Someone who is adept at doing self-driven research or asking the other team members questions where they are most knowledgeable.
Our ideal teammate is constantly looking to learn something new and become better at what they do. Experience of successful customer service in software applications and IT, investigation and problem-solving skills are a must
Answering/resolving cases within ticketing system
Remotely connect to customer environments
Meeting SLA requirements
Ability to meet and maintain customer support KPI targets
Test, identify and document defects for the attention of the development team
Contribute to the knowledgebase with up-to-date solutions
Build strong working relationships with fellow analysts, knowledge specialists, and technical personnel to identify workarounds, solutions, and opportunities for improvements
Become a subject matter expert (SME) for various technical and product related functionalities,
Adhere to and improve on current support processes
Always remain customer focused
Learn, support, and investigate the functionality of the software at all levels
Working patterns include a shift pattern (8:30am - 4.30pm or 9.30am - 5:30pm) as required by team schedules
There is no regular travel requirement in the role, although occasional trips within EMEA may be required

Salary benchmarks

Our take

For over 185 years, Wolters Kluwer has been innovating the way professionals and businesses work. The company has expanded to offer a substantial range of services across the Health, Tax & Accounting, Finance, Compliance, and Legal sectors.

While operating across so many sectors comes with an extensive range of competition, Wolters Kluwer serves customers in over 180 countries, which has been managed, in part, due to its 70+ acquisitions. For example, the company has recently acquired leading artificial intelligence technology company Della AI, which will become part of its legal software unit, to further advance its natural language processing capabilities.

The company is currently focused on its 2022-2024 strategy, which is a three-year value elevation strategy aimed at accelerating expert solutions, expanding its reach, and evolving its core capabilities. After delivering on its 2019-2021 strategy (resulting in €4.8 billion in revenues in 2021 alone) Wolters Kluwer is well set to remain on its long-standing path of growth and success.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

Glassdoor (3.7)

Company

Company benefits

Hybrid/Flexible Work Environment

Company HQ

Alphen aan den Rijn, Netherlands

Leadership

Nancy McKinstry

(CEO & Chairman of the Executive Board, not founder)

Held various roles at the company before being named CEO in 2003. Current Member of the Board of Directors at various companies including Accenture, Abbot, Russel Reynolds Associates, and Columbia Business School.

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