Customer Support Specialist

Wolters Kluwer N.V.; London; Hybrid; EUR 35,000 - 55,000; Full time

Job summary

Join a dynamic global technology company as a Customer Support Specialist, where you will play a crucial role in enhancing customer satisfaction through technical support. This position involves resolving complex technical issues, assisting clients with software implementation, and maintaining a strong focus on customer needs. You will work with innovative tools and collaborate with a diverse team to drive operational efficiency. If you are passionate about technology and customer service, this is an exciting opportunity to make a significant impact in a company that values diversity and well-being.

Benefits

Well-being programs

Diversity and inclusion initiatives

Flexible working hours

Professional development opportunities

Qualifications

• Strong technical support experience with TeamMate products.
• Proficient in SQL and troubleshooting complex technical issues.
• Knowledge of cloud solutions and security protocols.

Responsibilities

• Provide 1st line support for TeamMate Audit Management System.
• Assist clients with implementation, migration, and configuration.
• Investigate incidents and maintain support tracking in Salesforce.

Skills

APIs

SAAS solutions

Federated Security

SQL Server

SSL and network components

Debug Tools

PowerShell scripting

Networking concepts

QA skills

Content writing skills

Education

Bachelor's degree in relevant field

Tools

Salesforce

Wireshark

Fiddlercap

Job description

Customer Support Specialist

Customer Support Specialist

Apply remote type Hybrid (8 days/month) locations GBR - London, Canada Square time type Full time posted on Posted 6 Days Ago job requisition id R0045644

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.

Responsibilities:

1. 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).
2. 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).
3. Ability to resolve technical problems and app workflow issues through detailed assessment, logical process, and high attention to detail.
4. 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.
5. Thoroughly investigate reported incidents/defects through fact gathering and remote sessions.
6. Build strong relationships with fellow analysts, knowledge specialists, and technical personnel to identify workarounds, solutions, and opportunities.
7. Create, maintain, and progress all support calls using internal support tracking system (salesforce) for issue resolution and tracking.
8. Contribute to the richness of the in-house knowledgebase with up-to-date solutions.
9. Test and identify defects by documenting in the tracking system for the attention of the development team.
10. Liaise with internal escalation, development, and functional teams for issue resolution.
11. Become a subject matter expert (SME) for various technical and product related functionalities.
12. Adhere to and improve on current support processes.
13. Always remain customer focused.
14. Learn, support, and investigate the functionality of the software at all levels.

Skills:

1. Knowledge of APIs.
2. Solid understanding of SAAS solutions (Cloud).
3. Experience of Federated Security (including IDP), SSO, MFA.
4. 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.
5. Experience or knowledge of SSL and network components (load balancers, firewalls, proxies, etc).
6. Experience with tools such as regedit, procmon, Wireshark, Fiddlercap and SQL.
7. Understanding of core concepts involved in networking, operating systems, and web servers.
8. Ability to identify and troubleshoot software usage in varied environments.
9. Experience in handling mission critical applications operating in large/complex IT infrastructures.
10. QA skills - Issue Reproduction, Configuration of Systems.
11. Understanding of concepts such as .NET and Web Services as related to applications and their configurations.
12. Understanding of relational database schema and concepts required.
13. Familiarity of popular web browsers (IE, Chrome) and underlying settings.

Desirable Skills:

1. Experience using Debug Tools.
2. XML/HTML knowledge.
3. Industry certifications such as CompTIA, Microsoft Certified Professional, etc.
4. PowerShell scripting.
5. Content writing skills.

Join us and Be the Difference!

Be the Difference

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 and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world.

You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. 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.

About Wolters Kluwer

Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide.

Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.

Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers.

We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide.

Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions.

Building Diverse Teams

As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work.

We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.

This principle is ingrained in our company values and articulated in our Code of Business Ethics.

At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.

In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program.

Equal Opportunity Employer

Wolters Kluwer and all its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status.