Technical Customer Service Specialist (fixed term, 2 years)

Descrizione del lavoro:

#BETHEDIFFERENCE

If making a difference matters to you, then you matter to us.
Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We're innovators with impact. We provide expert software & information solutions that the world's leading professionals rely on, in the moments that matter most.
You'll be supported by collaborative colleagues who share a purpose. We are 21,000 people unique in our dreams, life stories, abilities, and passions who come together every day with one ambition: to make a difference.​ We do our best work together, connecting to create new innovations with impact.

Role Overview

The Customer Service Technical Specialist is responsible for delivering high-quality technical support to customers using Consumer Compliance software solutions. This role supports customers across multiple service channels-phone, email, chat, and web ticketing-and plays a key role in ensuring an excellent end-to-end customer support experience.
The specialist will troubleshoot and resolve technical issues, guide customers on product usage, support software installation and configuration, and maintain accurate documentation in CRM systems. Success in this role requires strong technical aptitude, problem-solving skills, and the ability to work both independently and collaboratively in a team-driven environment.

Responsibilities
* Identifies and handles first level customer inquiries via phone, E-mail, chat and web ticketing.
* Effectively resolves customer problems - determine if the issue is user error or application design or application deficiency.
* Applies customer service policies.
* Educates customer on products and services offered.
* Enters information on customer call in Salesforce timely, accurately and completely.
* Supports WKCS (Wolters Kluwer Compliance Solutions) digital products with an understanding of the operational aspects of the software products.
* Maintains a high-level understanding of industry technologies and how WKCS software interacts with them.
* Understands and utilizes internal tools for documentation and record keeping.
* Analyzes and documents customer issues with the goal of resolving during the first contact.
* Works on issues by performing team-based analysis and works with others within group to solve the problem.
* Ability to communicate application and technical issues in a written format.
* Takes an active approach to their ongoing education related to changing technologies and products
* Maintains strong understanding of financial institution banking and business processes.
* Understands Software Development life cycle approaches as utilized by Wolters Kluwer Compliance Solutions
* 24 x 7 Pager Coverage is required for certain products

Qualifications
* Bachelor's degree in Computer Science or related field or equivalent work-related experience.
* 1+ years previous technical customer service experience.
* Understanding of PC and network operating systems.
* Working knowledge or experience with cloud computing platforms such as Azure, Google Cloud, and AWS
* Web experience in ASP.NET, AJAX, JSON, Web Services, ASMX, WSDL, HTML/DHTML, CSS.
* Familiarity with XML, MSLT, XSD, SOAP.
* Fluency in English.

Our Offer:
* Room for personal development through external, internal training tools and learning and development program #GROW. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong
* Yearly performance bonus based on your seniority
* Referral bonus, meal vouchers, monthly allowance, gift vouchers twice a year
* Corporate Health Insurance
* Mindfulness and Wellbeing programs (Wellbeats, MyQuillibrium, Compsych, Mind & Body webinars)
* Up to 28 days of annual leave based on seniority
* We have a strong Work from Home culture and take into consideration punctual needs and more
* Flexible working schedule. You'll find the flexibility for balance in your life
* Being part of Wolters Kluwer you will contribute to the development of our own products and software solutions. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process