Associate Customer Service Technical Specialist, Content Support

at Wolters Kluwer in Dover, Delaware, United States

The Wolters Kluwer Digital eXperience Group ( DXG ), co-creates state-of-the-art digital solutions with our businesses around the world. The DXG mandate is to grow revenue in the company’s digital products through innovation in, and adoption of, advanced technologies and tools to meet and further anticipate customer needs.

As the Associate Customer Service Technical Specialist , you will be a part of our Content Support team. You will provide Level 2 support to content delivery platforms utilized by users of the Wolters Kluwer DXG platform services. You will report to the Manager, Customer Service, and work remote, but will need to be available to work onsite at our local River Woods, IL office.

Key Responsibilities:

- Resolve standard technical and product related issues reported by users via e-mail, telephone and remote access, using established policies and procedures.

- Analyze technical questions or reproduce technical problems and provide or develop appropriate solutions related to supported applications/functionality. using general knowledge acquired through education or experience.

- Perform routine assignments and use established department policies and procedures to solve problems.

- Monitor and react to incidents raised by users or due to system-generated alerts.

- Use incident management software to create, track and document all communications regarding incident investigation, status and resolution ( JIRA , Servicenow).

- Contribute to or establish continual process improvement based on observed platform performance and issues data, analysis of system logs and historical monitoring metrics.

- Consult with systems support and operational intelligence teams to establish system performance and alert tolerance thresholds to ensure maximum system availability.

- Work with senior management and support team members as required to resolve issues, engage development when appropriate.

Qualifications:

- Bachelor’s degree in computer science or related technical discipline or equivalent combination of work experience and education.

- 1+ years’ experience in a B2B technical customer service or implementation role.

- General knowledge or experience with cloud computing platforms such as Azure, Google Cloud, and AWS .

- General knowledge of database technologies such as Microsoft SQL Server or Oracle.

- Experience using ITIL certified software to document and track issues.

- 1 year experience supporting XML based editor applications.

- 1 year experience supporting relational and or graph databases with emphasis on content management.

- 1-year minimum experience using IT infrastructure monitoring software such as SCOM , Zabbix and associated visualization tools.

- Familiar with CMS (Alfresco preferred) Experience with SQL Queries and XML .

- #LI-Remote

Benefits:

A comprehensive benefits package that begins your first day of employment. Additional Information: Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA / HSA , Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave . Full details of our benefits are available –

Diversity Matters

Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We’ve been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer.

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.