Job Summary

The Software Support Specialist is a core member of the Software Support Services team. You will be providing post-deployment services to enterprise wide Enablon software solutions for small and large companies.

As a Software Support Specialist, you will be responsible for the qualification and tracking of client requests, and most importantly, providing solutions (expertise, configuration, development, etc.) within the expected response time applicable to the client. You will also at times provide additional support services such as product refresher and coaching. Some requests are quick wins (configuration/coding on the spot with customers or coaching workshops), but many are mini agile implementation projects, lasting a few weeks to over a month.

You will be an independent thinker who understands and does what it takes to have a delighted customer by providing design, configuration development, testing, and expertise services.

This is a full-time permanent role offering remote working within Australia preferably in Perth- WA.

Please note: No sponsorship is offered for this role.

Responsibilities:

Perform advanced troubleshooting for a wider range of technical issues.Assist in the implementation of new procedures and techniques in customer support.Participate in projects aimed at improving support systems and processes.Provide step-by-step guidance to customers for product installations.Update and maintain support documentation.Train new employees on basic technical support procedures.Collaborate with team members to resolve escalated issues.Conduct follow-ups to ensure issue resolution and customer satisfaction.Analyze recurring customer issues and suggest improvements.Maintain current knowledge of emerging product features.Provide consulting services to Enablon clientsDesign, configure, test and deliver fixes and enhancements for client solutionsFacilitate client meetings consisting of:
❏ Technical expertise
❏ Subject matter expertise
❏ Coaching / training
❏ Troubleshooting
❏ Defect management and qualification

About You:

Atleast 4 years of professional experience in a software related fieldQuickly learn a new proprietary software programming languageExperienced 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.Demonstrated performance in providing solutions to difficult technical issues associated with specific projects.

Education Background:

At least a 3-year degree in Computer Science or Software Engineering ProgrammingProficient in at least one programming languageFamiliarity with HTML, CSS, JavaScript, C, C++, VB, .NET and other web technologiesKnowledge of database design concepts

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.

Culture and Benefits

We care for our people and a part of that we offer:Flexible Working Arrangement – promoting work life balanceLearning and Development opportunitiesAccess to health and wellness programsInsurance OptionsParental leave benefits that exceed legislative requirementsThe opportunity to work within a global organization with experienced leaders

You can learn more about what we do by visiting our:

Website : https://wolterskluwer.com.au/

YouTube link: Wolters Kluwer - Be the Difference (youtube.com)