What are the responsibilities and job description for the Customer Service Technical Specialist (Functional Application Support) - Hybrid position at Wolters Kluwer?
Customer Service Technical Specialist (Functional Application Support) - Hybrid R0046673
Job Description
As a Specialist in Customer Service Technical, you will take on a more prominent role in supporting customers with various technical issues. Building on your foundational skills, you will assist with more complex troubleshooting and contribute to project-based improvements. Your contributions will help in refining our support processes and enhancing customer satisfaction.
Hybrid : Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues. You will report to the Manager, Technical Customer Service and work under the leadership of the Manager, Technical Customer Service, CP & ESG Tagetik. This role is a part of CPESG | CCH Tagetik CPM (CCH Incorporated) . Please view the site office location directory for potential office preferences nationwide. .
Required Job Qualifications (minimum) :
Served in Functional Application Support roles. Not looking for “Help Desk Support” or “Developer” background / experience.
Advanced Troubleshooting : Diagnosing and resolving a broader range of issues.
Project Assistance : Supporting technology projects aimed at improving service.
Training : Ability to guide and train new team members.
Documentation Management : Updating support documentation.
Customer Guidance : Providing clear instructions to customers.
Collaborative Problem Solving : Working with peers to resolve issues.
Follow - Up Skills : Ensuring thorough resolution and customer satisfaction.
Analytical Skills : Identifying patterns in technical issues.
Preferred Job Qualifications :
Understanding of Finance or Accounting Concepts
Knowledge of SQL syntax
Knowledge of and experience with any of the following products / technologies : CCH Tagetik, OneStream, Anaplan, Host Analytics, Board, Longview, Hyperion,HFM, SAP BPC, IBM Cognos, SQL, Oracle Databases and other analytics tools (Qlik, Tableau, Smartview, SAP SAC)
Knowledge / experience with financial consolidation, accounting principles (GAAP, IFRS) or budgeting / planning processes such as HR planning, revenue and cost modeling
Experience in either a consultancy firm or within a Finance department as a system admin
Secondary language (Spanish)
Working knowledge of Salesforce or other ticketing systems
Foundational understanding of coding
Essential Duties and Responsibilities
- Perform advanced troubleshooting for a wider range of technical issues.
- Assist in the implementation of new procedures and techniques in customer support.
- Participate in projects aimed at improving support systems and processes.
- Provide step-by-step guidance to customers for product installations.
- Update and maintain support documentation.
- Train new employees on basic technical support procedures.
- Collaborate with team members to resolve escalated issues.
- Conduct follow-ups to ensure issue resolution and customer satisfaction.
- Analyze recurring customer issues and suggest improvements.
- Maintain current knowledge of emerging product features.
Additional Information :
Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including : Medical, Dental, & Vision Plans, 401(k), FSA / HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available -
Please view the site office location directory for potential office preferences nationwide. | 17uljxh _ga MTYzNzg3MzczNy4xNjkzMjUwMDA2 _ga_NKYN12H2B4
Wolters Kluwer (EURONEXT : WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services. Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. We are headquartered in Alphen aan den Rijn, the Netherlands.
Ranked by Forbes Magazine as among America’s Best Large Employers for 2022 - #84.
Wolters Kluwer secures 2nd place in Newsweek's Most Trustworthy Companies List 2023
CEO Nancy McKinstry ranked 16th by Harvard Business Review of the best performing CEOs in the World.
WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023 .
Diversity Matters
Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer / departments is an Equal Opportunity / Affirmative Action employer.
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They’re not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time. |
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of 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 protected veteran status.
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