We are looking for a proactive and motivated Customer Support Specialist to join CCH Tagetik II level Support Team. You will be responsible for a variety of tasks associated with implementing and supporting customers. You will work closely with clients and internal resources to interpret client's needs and ensure our product meets their needs. You will analyze the available options, plan, schedule and control activities to fulfill identified client objectives, applying knowledge of client’s business, technical capabilities/issues, and technology effectively.
You will:
Manage customers’ requests relating to the use of our software products
Use good judgement to make sound decisions in identifying, resolving & escalating issues when necessary
Manage communication between customer and other internal support teams
Analyze application settings, recommending the software usage best practices on simple cases
Interact with the customers about the issues and monitor the resolution process providing frequent feedback about the status of each incident
Anticipate unpleasant situations and quickly escalate critical issues
Resolve well known cases independently
You have:
Degree in Business, Accounting, Information Technology or similar background
Experience working with CCH Tagetikor experience in a set of processes or features.
Minimum 2 years experience of customer service for Software product
Strong ability to document troubleshooting and solutions material
Good organizational and planning abilities including incident management skill
Good problem-solving skills, ability to work on own initiative
Strong empathy and ability to work with all types of customer personalities
Strong collaboration skills
Fluency in Italian and English
Financial/Business administration experience and/or solid knowledge of financial concepts (Consolidation, closing, planning, budgeting) is a strong plus.
What do we offer you at CCH Tagetik part of Wolters Kluwer?
Flexible working hours where you can start between 8:00 and 10:00 and flexible working policy
English classes and full access to E-learning platforms such as Pluralsight, LinkedIn Learning and Udemy.
Continuous training plans provided through in-person courses, certifications, training-on-the-job, webinars.
Performance plans where we would like to determine which career path you prefer to follow. Annual performance and salary reviews.
Community and teambuilding events like the global code games, network events and Wolters Kluwer value days.