Technical Support Analyst, Wolters Kluwer

• We need 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 and IT, investigation and problem-solving skills are a must
• Fluency in both German and English in business and IT language is essential
• 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
• Experience using Debug Tools a plus
• Industry certifications such as CompTIA, Microsoft Certified Professional, etc
• Candidate must be a motivated self-starter with the ability to manage their time and work both autonomously and as part of a team
• Willingness to learn, ability to learn and grow into any skill mentioned above that they do not already have
• Ability to work independently without supervision and as part of a team
• Able to perform well under pressure
• Highly motivated to succeed with a strong customer service focus
• Building internal and external relationship networks
• Ability to think outside the box
• Creative thinking
• Evidence of analytical and systems analysis skills
• Must have excellent written and verbal communication and interpersonal skills, with an ability to communicate effectively and professionally in both technical and non-technical language
• Adept at working with challenging users in a fast-paced environment
• Ability to prioritise effectively and multi-task

Desirable

• 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 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
• Learn, support, and investigate the functionality of the software at all levels
• Participate in TeamMate user conferences with the provision of client technical training and support Q&A
• Participate in preparation of hardware/software in lead up to forum meetings and sales conferences
• Provide technical support to in house Sales and Professional Services teams
• There is no regular travel requirement in the role, although occasional trips within the UK and abroad may be required
• There is no regular/planned overtime, but overtime may be required to respond to urgent support issues and on rare occasions expected to cover Middle East Support desk hours on Sunday. Working patterns include a shift pattern (8:30am - 4.30pm or 9.30am - 5:30pm) as required by team schedules