Product Features
Blog
Contact Us
Sign In
Wolters Kluwer Ltd
,
London, Greater London
Software Support Consultant (Market Leading Software House)
|
|
Job Type: Full-time |
|---|
Overview
About us Wolters Kluwer Tax & Accounting is part of Wolters Kluwer, a global information, software and consultancy provider with over 19,000 employees worldwide and annual revenues in excess of €4.3billion. We have been providing information and advice to lawyers and accountants around the world for over 175 years and are the trusted first point of call for when you have to be right. In the UK, we are a market leader in the provision of software, training and support to professional accountants and tax advisors, from sole practitioners to most of the UK’s top 100 accounting practices. As well as helping professional firms to manage their own business, our accounting and tax products enable them to provide compliance and value added services to their clients. We love the opportunities that innovation brings, and we are always looking at helping others understand more about why our attitude matters, so we think it’s important that you know how we apply that when you consider joining us: We are brave, ambitious and make decisions, regardless of role We are part of an organisation where we support our colleagues, and they support us We are smart and fast in all that we do Win or lose, we learn and move on together We deliver in the present, while at the same time innovating for future success About the role Based in our brand new, state of the art offices in Kingston upon Thames, and working within our vibrant Customer Support Team, the post holder will be responsible for providing outstanding levels of software support services to our customers. This position is primarily office based (though some site visits may be necessary as determined by the Team Leader) using telephone, email and remote support facilities to interact with our clients. Efficient and effective problem solving is key, regardless of whether the problem relates to driving the application or an installation / technical issue. Professionalism and effective communication are also vital skills required in dealing with client representatives at all levels, often when they are under pressure and looking for a very prompt resolution. Typical duties and responsibilities will include: Logging and resolving queries in relation to our portfolio of software products; greeting clients warmly; determining the cause of the query; investigating and clearly explaining the best solution to resolve the issue; following up to ensure resolution; Ensuring all queries and contact details are accurately logged Escalating key issues to relevant Product Specialists Assisting clients in completing data migrations from our old applications to our new cloud based solution Escalation point for any general technical related queries from fellow team members Imparting technical knowledge to team members to help them resolve basic technical queries. Supporting colleagues and promoting a positive working environment. About you Suitable applicants will be educated to degree-level in an IT-related subject, or with suitable experience gained within in a technical support environment. In addition they will be eligible to work in the UK, and able to demonstrate the following: Advanced Desktop and mobile computing skills; Understanding of Microsoft Windows domain networking;. Intermediate Microsoft Office skills; Basic SQL script writing and use of Microsoft SQL Server Management Studio; Detail-oriented and able to own, organise and prioritise workloads to handle multiple top priorities; Ability to work constructively in a fast-paced, collaborative team environment; Strong work ethic and passion for excellence; Demonstrated ability to work independently & meet deadlines; Ability to perform job duties in accordance with standards; Advanced professional communication skills, both written and verbal; Ability to diffuse and provide effective resolution to customer complaints; Ability to articulate complex information clearly What's in it for you? Well apart from the opportunity to join a great team, and develop a career within a growing, market leading organisation, we offer a very attractive package including a competitive salary, and a comprehensive range of benefits (25 days holiday plus an extra 3 days for Christmas closure, plus public holidays), pension, health care, life assurance, income protection, discounted online shopping, CycleScheme, flexible approach to working etc.)