Customer Service Specialist Customer Service Specialist …

Wolters Kluwer
à Mango, FL, États-Unis
CDI, Plein-temps
Soyez parmi les premiers à postuler
Competitive
Wolters Kluwer
à Mango, FL, États-Unis
CDI, Plein-temps
Soyez parmi les premiers à postuler
Competitive
Customer Service Specialist
Technical Customer Service Specialist Technical Customer Service Specialist USA-FL-Tampa-West Boy Scout Blvd/en-US/External/job/USA-FL-Tampa-West-Boy-Scout-Blvd/Technical-Customer-Service-Specialist_R0007870/apply


is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world.  Wolters Kluwer combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

TeamMate® is the world's leading audit management software and is one of the many solutions provided by Wolters Kluwer.  TeamMate® has revolutionized the industry, empowering audit departments of all sizes to spend less time documenting and reviewing and more time providing value-added services.

TeamMate® software is used by audit professionals all over the world and is recognized as the award-winning audit management software system that increases the efficiency and productivity of the entire internal audit process, including: risk assessment, scheduling, planning, execution, review, report generation, trend analysis, audit committee reporting and storage. By providing an integrated paperless strategy for managing audits, TeamMate's audit software eliminates the barriers associated with paper-filled binders and disconnected electronic files, driving efficiencies into all facets of the internal audit workflow.

Responsibilities:
Provides support to internal and external clients on moderate to complex technical and product specific issues

May provide remote technical and application support to customers, by phone and/or remote system access

Strong knowledge of product specialty and product as well as ancillary products

Understands related issues presented by clients and can correlate issues quickly to products

Resolves unique or complex inquiries by researching technical publications, product guides and by working independently on common inquiries

Handles stressful support and escalation calls

Assists in testing products prior to product releases

Writes process/guidelines for new problem support issues and report issues to product development team

Exemplify a service-oriented customer-centric personality with a passion for solving customer problems

Must be self-motivated, responsible and an independent thinker, while working in a team environment

Demonstrate strong communication skills verbal and written. Should have a clear speaking voice with strong annunciation skills


Qualifications:

Bachelor’s Degree in Business, Marketing, Finance or related field or equivalent experience

Ability to troubleshoot and configure Windows OS, Windows Server, and Windows Web Server (NTFS permission, folder structure, maintenance)

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

Minimum of 2 years of experience working with IIS 6 or higher, demonstrate the ability to add web sites or create virtual directories, configure HTTP handlers (ISAPI, ASP.NET), and set NTFS permissions

Understanding of concepts such as .NET, WCF, WPF, Web Services as related to applications and their configurations

Must understand relational database concepts, database schema, basic database maintenance including executing stored-procedures, and ability to use SQL management studio]

Must demonstrate the understanding of Windows Registry (structure, format)

QA skills – Issue reproduction, installation and configuration of systems and Teammate products.

Working knowledge of popular web browsers (IE, Chrome, Edge) and underlying settings.

Experience supporting Active Directory is a plus, as well as exposure to Terminal services and Citrix servers’ environments Experience supporting Active Directory is a plus, as well as exposure to Terminal and Citrix servers environment

Ability to quickly learn and use new software. Should expect to walk through installations, application menus, reports, database schema

Exposure to tools such as Wireshark, Fiddler

Ability to communicate fluently in Spanish and French will receive additional consideration

Display strong analytical, problem-solving, and troubleshooting abilities

Understand the concept of problem ownership, and must be willing to give the extra effort required to get the job done

Must have an innate desire to learn and develop own technical skills beyond the limits of the daily role. Examples include building PC's or networks, learning database or programming technologies, and finding ways to utilize technology in their own lives. Primarily, the ability to embrace technology and enjoy learning how it works

Demonstrate the ability to adapt to rapidly changing environments, the ability to quickly and accurately perform root cause analysis

Demonstrate the ability to formulate solutions to an issue based on information available. Exhibits the ability to infer and develop ideas from incomplete information

Must be resourceful, must be able to exemplify the use of tools or research skills to work through issues.

Familiarity with Odata, Excel/Power BI

Business hours are M-F 8:30-7PM

Must be able to work a periodical rotating shift

Must be able to occasionally work outside stated business hours as customer needs require

Travel less than 5%

All Locations: USA-FL-Tampa-West Boy Scout BlvdPosted 3 Days AgoFull timeR0007870

Wolters Kluwer (WKL) is a global leader in professional information, software solutions, and services for the health, tax & accounting, finance, risk & compliance, and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with advanced technology and services.

Wolters Kluwer reported 2019 annual revenues of €4.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 19,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information about our solutions and organization, visit , follow us on , , and .


EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer 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 any other protected status.

Technical Customer Service Specialist
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