Customer Solutions Development and Support Specialist

Wiley; Bognor Regis; On-site; GBP 30,000 - 50,000; Full time

Job summary

Wiley seeks a Customer Solutions Development and Support Specialist to manage and optimize global Customer Service technology strategies. The role encompasses internal intake management, user acceptance testing, and project work utilizing Salesforce and automation tools. Candidates should possess a STEM degree and have experience in CRM, with a strong focus on analytical and communication skills.

Benefits

Competitive pay

Benefits

Supportive environment promoting professional growth

Qualifications

• Bachelor's Degree in STEM or equivalent experience.
• At least 2 years of CRM experience preferred.
• Ability to program in RPA platforms or Microsoft Power Automate.

Responsibilities

• Review work, address concerns, and perform analytics for internal intake management.
• Execute test scripts and validate new technology enhancements.
• Support strategic initiatives and design processes within Salesforce or automation tools.

Skills

Communication

Organization

Attention to detail

Analytical skills

Education

Bachelor's Degree in STEM

Tools

Salesforce

Microsoft Power Automate

RPA platforms

Microsoft Excel

Job description

Location: Bognor Regis, UK, Oxford, UK or Hoboken, NJ

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

The Customer Solutions Development and Support Specialist will support the Customer Solutions team in creating, maintaining, and delivering the global Customer Service technology strategy. Responsibilities include internal intake management for escalations and requests, requirement cleansing as a SME, and user acceptance testing (UAT). The role also involves process design for efficiency and automation using Salesforce, RPA, or Power Automate. The analyst will develop detailed knowledge of Wiley’s technology solutions and apply this expertise to requests, incidents, reports, dashboards, analytics, and process design.

Key Responsibilities:

• Intake Management: Review work, address concerns, resolve issues, escalate requests, perform analytics, and support deployment and releases.
• User Acceptance Testing: Execute test scripts, validate new technology enhancements, document results, and demonstrate willingness to learn new responsibilities.
• Project/Development Work: Serve as Business Analyst or similar, support strategic initiatives, and design processes within Salesforce or automation tools.

Qualifications:

• Bachelor's Degree in STEM or equivalent experience
• Ability to program in RPA platforms or Microsoft Power Automate
• Understanding of systems, data, and logic
• At least 2 years of CRM experience preferred

Additional skills include proficiency with analysis tools like Microsoft Excel, strong communication, organization, and planning skills, attention to detail, and the ability to work independently and in teams. The role requires the ability to meet deadlines and manage multiple tasks.

About Wiley:

Wiley is a leader in research and learning, with over 200 years of experience. We promote continual learning, internal mobility, and a diverse, inclusive workplace. Wiley offers competitive pay, benefits, and a supportive environment that values courage, innovation, and professional growth.