Associate Customer Service Technical Specialist - Remote Eligible

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 & 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.

Summary: In this role you will provide a high level of customer satisfaction through the delivery of technical support to our enterprise customers for the regulatory reporting software applications. You will be working with important players in the international banking industry. As a support specialist you are responsible for complex problem-analysis and resolution: you analyze, diagnose, liaise with internal development teams, recreate, and solve reported problems.

Responsibilities

• Analyze technical questions and/or reproduce technical problems. Provide and/or develop appropriate solutions related to the regulatory reporting applications modules.
• Work with Product Development for the identified defects to provide a structural fix.
• Collaborate with the technical and functional teams within support.
• Interface with the technical and functional implementation teams
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers and solve their issues.
• Enhance knowledge base by creating and maintaining knowledge articles.

Requirements

• Bachelor's degree (Informatics and Economics; Computer Science; any other relevant field); Students in final years are also eligible.
• Diagnostic and troubleshooting skills: Ability to go to the core of the problem, troubleshoot and analyze data.
• Scripting skills: the ability to create scripts for diagnostic purposes (using VBScript, SQL)
• Desired programming languages: Java, JavaScript, SQL
• Database knowledge: SQL (MS SQL Server, Oracle) and RDBMS concepts
• Tools: Oracle SQL Developer
• Documentation: contribute to and maintain the knowledge base
• Other technical skills considered as a plus: experience with WebSphere and/or Wildfly, Virtualization basics, MS Excel, Windows operating system knowledge: registry, services, monitoring tools, permissions, etc.

Essential

• A team player with an outgoing personality.
• Good analytical mind, able to think outside of the box.
• Problem solver, creative in finding solutions and providing workarounds.
• Strong communication and negotiating skills, comfortable in explaining and defending his/her ideas both internal towards development but also external towards customers, while still able to recognize the merits of others' opinions.
• Demonstrating commitment and results oriented.
• Fluent in English, both written & spoken.
• Other languages as French or German are an important plus.
• A thorough understanding of a sizeable number of the tools and technologies listed above.
• Eager to learn how to use our software: become our expert in deploying the product and knowing all its settings, configurations, and features.
• Capable of collecting all required information that can be used to fix the issues: reproduction path, logs, data, and system configuration.

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
• Annual incentive plan based on division financial performance and 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