AddressJob Summary
Requires working technical knowledge and expanded conceptual knowledge of Customer Service with a focus on technology practices and systems. Works under a moderate level of guidance and direction. Performs a range of technical assignments and solves moderately complex problems under guidance of established policies and procedures. Participates in technology related activities of post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Contributes to moderately complex aspects of projects. Assists in the development, maintenance, and support of various systems and tools. Supports the achievement of goals through own personal efforts.
Responsibilities:
Delivery
Provide consulting services to Enablon client and design, configure, test and deliver fixes and enhancements for client solutions
Facilitate client meetings consisting of:
Technical expertise
Subject matter expertise
Coaching / training
Troubleshooting
Defect management and qualification
Comply to Service Level Agreements
Analyze technical feasibility and propose estimates with solutions to meet client requirements
Manage client expectations and ensure satisfaction
Comply to support processes, best practices, and maintain documentation
Organization
- Actively participate in own career development and continuous improvement
- Provide pro-active reporting to the Support manager
- Update the knowledge base and produce new articles
- Collaborate with Product Managers and Developers to improve products
- Comply with internal reporting processes and rules (timesheets, time-off, etc.)
Communication
- Demonstrate good and clear verbal and written communication (by phone, email, and web meetings)
- Professionally interact with people, both internal and external to the organization through various media
- Write clear processes, best practice and other documents
About You:
- At least a 3-year degree in Computer Science or Software Engineering
- Proficient in at least one programming language, familiarity with HTML, CSS, JavaScript, C, C++, VB, .NET and other web technologies.
- Experienced in use and application of highly specialized technical standards.
- Provides solutions to a variety of technical problems of moderate scope and complexity.
- Ability to work under general supervision while following established procedures.
- Contributes to the completion of milestones associated with specific projects.
- Experienced with frequent inter-organizational and outside customer contacts.
- Quickly learn a new proprietary software programming language
- Demonstrated performance in providing solutions to difficult technical issues associated with specific projects.
- Knowledge of database design concepts
- Experience in providing functional coaching to Clients with simple explanations but also drive technical discussions with Client IT and Partner implementation consultants
Our Values
Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise, and talents is of the utmost importance.
We pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements. You can learn more about what we do by visiting our website: https://wolterskluwer.com.au/ or click on this YouTube link: https://youtu.be/5Vd08LQGBDQ?si=67-XKyvInCUoBahU/.
Culture and Benefits
- We care for our people and a part of that we offer:
- Flexible Working Arrangement - promoting work life balance
- Learning and Development opportunities
- Access to health and wellness programs
- Insurance Options
- Parental leave benefits that exceed legislative requirements
- The opportunity to work within a global organization with experienced leaders
