Customer Service Support

2 Months ago • 1-2 Years

Customer Service

Job Description

Wolters Kluwer Italia is seeking a Technical Customer Service Support for its Legal & Regulatory division in Florence (Osmannoro). The role involves managing customer support tickets, understanding client objectives, anticipating needs, and providing suitable solutions. The resource will develop customer relationships, monitor results for high-quality service, and proactively manage expectations, proposing improvements. Interaction with the team for ticket resolution and filtering client requests is also required.

Good To Have:

Degree, preferably in technical-management field

Must Have:

Manage support tickets: understand customer objectives, anticipate needs, and present adequate solutions.
Create strategies to answer questions and solve customer problems through a consulting approach.
Develop a relationship with the customer, aimed at loyalty.
Monitor customer results to ensure high-quality service, proactively managing expectations and proposing improvements.
Interact with the team for ticket resolution, filtering customer requests.
Provide timely information on various product solutions.
Perform telephone support for ordinary and extraordinary requests related to the product under assistance.
Maintain active relationships with customers.
Manage complaints.
Ensure full customer satisfaction.
Regularly use tools such as Microsoft Devops for item entry, search, and monitoring.
Register and manage tickets in SalesForce environment.

Perks:

Hybrid work mode
Flexible hours to ensure work/life balance
Meal vouchers worth 8 euros
Online well-being programs
Welfare platform open to all employees

Add these skills to join the top 1% applicants for this job

communication

excel

event-management

oracle

game-texts

agile-development

salesforce

postgresql

sql

Wolters Kluwer Italia, a leading player in environmental software development, is looking for a Technical Customer Service Support for its Legal & Regulatory division, based in Florence (Osmannoro).

The selected resource will be responsible for:

Managing tickets arriving at the assistance service: understanding customer objectives, anticipating their needs, and presenting adequate solutions.
Creating strategies to answer customer questions and solve problems, through a consulting approach.
Developing a relationship with the customer, aimed at loyalty.
Monitoring customer results to ensure high-quality service, proactively managing expectations and proposing any improvements.
Interacting with the team for ticket resolution, filtering customer requests.

Main activities

Providing precise information on the various product solutions;
Providing telephone support for ordinary and extraordinary requests related to the product under assistance, eventually referring requests to more suitable functions;
Maintaining active relationships with customers;
Managing complaints;
Ensuring full customer satisfaction.
The resource will regularly use tools such as Microsoft Devops for entering, searching, and monitoring registered items.
Registering and managing tickets in the SalesForce environment.

Requirements

Technical/IT diploma; OR a degree, preferably in a technical-management field;
Fair knowledge of main Databases (Postgresql, Oracle, MS SQL, etc.);
Good knowledge of software analysis techniques and functional specification definition;
Experience (gained in similar activities) of at least 1-2 years;
Excellent knowledge of the Italian language, both written and oral
Knowledge of the English language
Excellent knowledge of Word and Excel applications
Excellent communication skills and predisposition to interpersonal relationships
Excellent stress and unforeseen event management
Results orientation

What We Offer

We work in a rapidly expanding multinational context and provide our teams with:

People Care: care and attention towards the work environment, people, and their individual and professional growth within the Technology organization.
Continuous training:
Access to the most qualified technological training platforms;
Access to quality training paths through the internal #GROW program;
Knowledge sharing communities
Programming of personalized IT hours paths
International and interfunctional projects: possibility to participate in international projects to ensure the exchange of knowledge and ideas.
Work methodology: Agile operational mode in a collaborative, informal, and open work environment for idea exchange
Benefits
Hybrid work mode
Flexible hours to ensure work/life balance
Meal vouchers worth 8 euros
Online well-being programs
Welfare platform open to all employees
Workplace
Florence (Osmannoro) and Smart working
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