Customer Solutions Development and Support Specialist

Wiley; Bognor Regis; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A global research leader in England is seeking a Customer Solutions Development and Support Specialist to enhance the Customer Service technology strategy. This role involves managing intake requests, conducting user acceptance testing, and supporting project initiatives. Ideal candidates will have a Bachelor's in STEM and programming experience with RPA platforms or Microsoft Power Automate. The position requires strong attention to detail and effective communication skills.

Qualifications

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

Responsibilities

• Manage intake, address concerns and escalate requests.
• Execute user acceptance testing and validate technology enhancements.
• Serve as Business Analyst for projects and design processes.

Skills

Programming in RPA platforms

CRM solutions experience

Analysis tools proficiency

Effective communication

Attention to detail

Education

Bachelor's Degree in STEM or equivalent experience

Tools

Microsoft Power Automate

Salesforce

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 subject matter expert (SME), user acceptance testing (UAT), process design for efficiency, and process automation programming via Salesforce, RPA, or Power Automate. The analyst will develop detailed knowledge of Wiley’s technology solutions and their application to processing requests, incidents, reports, dashboards, analytics, and process design.

Key Responsibilities:

• Intake Management: Review work, address concerns, resolve issues, escalate requests, perform report creation, system configuration, groom BAU enhancement requirements, translate into Agile user stories, and support deployments.
• 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 for projects, support strategic initiatives, and design processes within Salesforce or using RPA/process 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 experience with CRM solutions preferred.

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

About Wiley:

Wiley is a leader in research and learning, committed to empowering knowledge seekers worldwide. With over 200 years of experience, Wiley fosters innovation, diversity, and professional growth. Wiley is an equal opportunity employer, committed to fair hiring practices and providing accommodations for applicants with disabilities.