Application Support Specialist

Wolters Kluwer; Saint Cloud (MN); On-site; USD 80,000 - 110,000; Full time

Job summary

Wolters Kluwer is seeking a Senior Software Engineer for their St. Cloud, MN office. This role involves providing customer support for WKFS digital products, acting as a product liaison, and ensuring excellent customer experiences through troubleshooting and problem resolution.

The ideal candidate will have a BA/BS in Computer Science and experience in technical customer service, ideally within the banking sector. Flexibility in work hours is essential to accommodate customer needs.

Qualifications

• Previous technical customer service experience required.
• Understanding of PC and network operating systems is essential.
• Previous banking experience in new accounts or lending preferred.

Responsibilities

• Provide telephone, email, and on-site troubleshooting for customers.
• Identify and handle customer inquiries effectively.
• Document and analyze customer issues for resolutions.

Skills

Technical customer service

Problem-solving

Communication Skills

Education

BA/BS in Computer Science or related field

Tools

SAP CRM

PC and network operating systems

Job description

Wolters Kluwer Financial & Compliance Services division is looking for a Senior Software Engineer to work out of our St. Cloud, MN location. The Financial & Compliance Services division of Wolters Kluwer consists of businesses that empower professionals in highly regulated industries to make the best decisions in a rapidly changing, global environment by providing the knowledge-rich solutions and services they need to manage risk across their business, improve efficiency and profitability, and support their firm’s goals. There are three business units within the Wolters Kluwer Financial & Compliance Services division: Wolters Kluwer Financial Services, which provides risk, compliance and audit solutions specifically designed to help financial organizations around the world manage risk, ensure compliance and improve efficiency and effectiveness; Wolters Kluwer Audit, Risk & Compliance, a provider of audit, risk and compliance software for professionals in highly regulated industries; and Wolters Kluwer Transport Services, which provides real-time marketplace and transport management services on-demand. Headquartered in Minneapolis, Minn., the Financial & Compliance Services division employs 2,100 people and has offices in more than 20 countries.

Job Description

The Application Support Specialist is responsible for providing telephone, E‑mail and on‑site troubleshooting for customers using WKFS digital products. The Application Support Specialist identifies and handles customer inquiries, resolves customer problems, educates customers on products and services and matches product benefits with customer needs. This position is directly accountable for the customer’s support experience as they contact SupportLine with questions and issues. This position must use the endorsed tools by entering information timely, accurately and completely. Participation in a team environment is heavily relied upon as is the ability to work independently and solve problems with no obvious solution. The Application Support Specialist must maintain current technical skill sets for the supported environments.

• Identifies and handles customer inquiries via phone, E‑mail or voice mail.
• Effectively resolves customer problems.
• Applies customer service policies.
• Educates customer on products and services offered.
• Enteres information on customer call in SAP CRM timely, accurately and completely.
• Product liaison to Software Development on assigned products.
• Completes special projects as assigned.
• Performs presentations and trainings to peers and others.

Other Duties

• Supports WKFS digital products with an understanding of the operational aspects of the software products.
• Determines if the issue is user error or application design or application deficiency.
• Maintains a high level understanding of industry technologies and how WKFS 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.
• Maintains strong understanding of financial institution banking and business processes.
• Understands Software Development life cycle approaches as utilized by WKFS.
• Completes special projects as assigned.
• Facilitates meetings of groups of people (typically between 3 – 20 participants).

Qualifications

Minimum Qualifications:

• BA/BS degree in Computer Science, BCIS or related field or equivalent work related experience.
• Previous technical customer service experience.
• Understanding of PC and network operating systems.
• Previous banking experience in new accounts or lending preferred.
• Flexible work hours between 7:00 a.m. to 7:00 p.m.