Customer Support Specialist CCH Tagetik - full remote

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 Tagetik or 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.

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