Job Description Summary

Requires in-depth conceptual and practical technical knowledge of customer service with a focus on technology practices and systems. Works independently with minimal guidance. Understands key business drivers and builds knowledge of the company, processes, and customers. Contributes to technology related activities of post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Performs a range of technical assignments and solves moderately complex problems under guidance of established policies and procedures. Contributes to delivery of team goals through personal efforts or through influence over team members.

This role can be fully remote, on-site as clients/business requires.

Job Description

Key Responsibilities:

• Provide a high level of technical support and assistance for Wolters Kluwer customers and consultants using in-depth knowledge of technical customer service.
• Solve complex technical problems; exercise judgment based on the analysis of multiple sources of information.
• Analyze technical questions or reproduce technical problems and provide or develop appropriate solutions related to supported applications/functionality, may lead projects, or may have accountability for ongoing activities.
• Liaise with internal escalation, development and functional teams for issue resolution, explain difficult or sensitive information, work to build consensus

Key Requirements:

• Bachelor’s Degree or equivalent relevant experience
• 5+ years’ experience in a B2B technical customer service or implementation role
• In-depth knowledge of, or experience with cloud computing platforms such as Azure, Google Cloud, and AWS
• In-depth knowledge of database technologies such as Microsoft SQL Server or Oracle
• The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications as these may vary depending on location and line of business.
• The specific requirements may differ due to local or regional differences.