Customer Support Specialist, Wolters Kluwer
In-office 8 days/month
Information services and software solutions
Open for applications
Information services and software solutions
1001+ employees
Open for applications
In-office 8 days/month
1001+ employees
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.
Role
Who you are
- Knowledge of APIs
- Solid understanding of SAAS solutions (Cloud)
- Experience of Federated Security (including IDP), SSO, MFA
- Experience with SQL Server database, expertise level must include database backup and restore, ability to write SQL statements (select, update, delete, insert, joins), ability to capture problematic queries using SQL Profiler-
- Experience or knowledge of SSL and network components (load balancers, firewalls, proxies, etc)
- Experience with tools such as regedit, procmon, Wireshark, Fiddlercap and SQL
- Understanding of core concepts involved in networking, operating systems, and web servers
- Ability to identify and troubleshoot software usage in varied environments
- Experience in handling mission critical applications operating in large/complex IT infrastructures
- QA skills - Issue Reproduction, Configuration of Systems
- Understanding of concepts such as .NET and Web Services as related to applications and their configurations
- Understanding of relational database schema and concepts required
- Familiarity of popular web browsers (IE, Chrome) and underlying settings
Desirable
- Experience using Debug Tools
- XML/HTML knowledge
- Industry certifications such as CompTIA, Microsoft Certified Professional, etc
- PowerShell scripting
- Content writing skills
What the job involves
- As a Specialist in the Customer Service - Technical role, you'll be advancing your ability to resolve a wider range of technical issues for our customers
- You’ll assist in the troubleshooting, maintenance, and resolution of technical support cases
- Your contributions will help improve customer satisfaction and operational efficiency by addressing more complex issues with increased independence
- Responsible for providing 1st line support of the TeamMate Audit Management System, Controls Management tool and Analytics tool for internal auditors (external customers) and internal teams (sales, consultants etc) in the Europe, Middle East and Africa (EMEA)
- Acquiring and providing in-depth knowledge of the TeamMate software technically and functionally to assist TeamMate clients in implementation, migration, configuration, and on-going support on TeamMate product suites (TM+, TMA)
- Ability to resolve technical problems and app workflow issues through detailed assessment, logical process, and high attention to detail
- Take ownership and resolve all technical and product related incidents reported by users via e-mail, telephone, and our TeamMate client portal, in a timely and efficient manner in line with key metrics and KPI’s
- Thoroughly investigate reported incidents/defects through fact gathering and remote sessions
- Build strong relationships with fellow analysts, knowledge specialists, and technical personnel to identify workarounds, solutions, and opportunities
- Create, maintain, and progress all support calls using internal support tracking system (salesforce) for issue resolution and tracking
- Contribute to the richness of the in-house knowledgebase with up-to-date solutions
- Test and identify defects by documenting in the tracking system for the attention of the development team
- Liaise with internal escalation, development, and functional teams for issue resolution
- 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
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
Few candidates hear
back within 2 weeks
Company
Company benefits
- Hybrid/Flexible Work Environment
Company values
- Focus on Customer Success - Customers are at the center of everything we do
- Make it Better - We're Committed to Continuous Improvement
- Aim High and Deliver - We're responsible for delivering the right results
- Work as a Team - We're stronger together
Company HQ
Alphen aan den Rijn, Netherlands
Articles
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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