About Wolters Kluwer

Shaping the future today!

For 180 years, Wolters Kluwer has stood for supporting and facilitating the work processes of experts and companies with innovative solutions. To realise our vision, we rely on our more than 20,000 colleagues worldwide. We are a technology-orientated international company for specialist information, software and services. Our success is based on thinking smart and listening. By striving for excellence and taking pride in our work, we enable our customers to overcome their most important challenges.

About TeamMate®

Part of Wolters Kluwer Tax & Accounting, one of the world’s leading providers of tax, accounting and audit information, solutions and services, TeamMate® helps professionals in all industries at organizations around the world manage audit and compliance risks and business issues by providing targeted, configurable and efficient software solutions.

TeamMate® is the world's leading audit management audit software and is one of the solutions provided by Wolters Kluwer Financial Services. TeamMate® has revolutionized the industry, empowering audit departments of all sizes to spend less time documenting and reviewing and more time providing value-added services.

TeamMate® is used by audit professionals all over the world and is recognized as the award-winning audit management software system that increases the efficiency and productivity of the entire internal audit process, including: risk assessment, scheduling, planning, execution, review, report generation, trend analysis, audit committee reporting and storage. By providing an integrated paperless strategy for managing audits, TeamMate®'s audit software eliminates the barriers associated with paper-filled binders and disconnected electronic files, driving efficiencies into all facets of the internal audit workflow.

About the role

We are looking for someone that is resourceful in getting things done – a team player that is both independent, collaborative, and comfortable taking ownership of problems and issues raised by clients. Someone who is adept at doing self-driven research or asking the other team members questions where they are most knowledgeable. Our ideal teammate is constantly looking to learn something new and become better at what they do. Experience of successful customer service in software applications and IT, investigation and problem-solving skills are a must.

Location: Canary Wharf, London - (2 days onsite and 3 days remote)

Key responsibilities include

• Answering/resolving cases within ticketing system.
• Remotely connect to customer environments.
• Meeting SLA requirements.
• Ability to meet and maintain customer support KPI targets.
• Test, identify and document defects for the attention of the development team.
• Contribute to the knowledgebase with up-to-date solutions.
• Build strong working relationships with fellow analysts, knowledge specialists, and technical personnel to identify workarounds, solutions, and opportunities for improvements.
• Become a subject matter expert (SME) for various technical and product related functionalities.
• Adhere to and improve on current support processes.
• Always remain customer focused.
• Learn, support, and investigate the functionality of the software at all levels.
• Working patterns include a shift pattern (8:30am - 4.30pm or 9.30am - 5:30pm) as required by team schedules.
• There is no regular travel requirement in the role, although occasional trips within EMEA may be required.

About you

Must have working experience

• Fluency in German and in English is a must.
• Running SQL queries on databases.
• Ability to reproduce errors and troubleshoot issues using error logs, SQL queries, reviewing previous tickets, knowledge base articles, debug tools, etc.
• Ensure completion of tasks, taking full ownership of tickets, maintaining consistent communication with all affected parties.
• Ability to setup and configure web applications on Windows servers (e.g., SQL server, .NET application, IIS).
• Solid understanding of SAAS solutions (Cloud).

Nice to have experience

• Authentication methods and security.
• Procmon, Wireshark, Fiddlercap, SQL profiler and regedit.
• Fluency in either French or Dutch is a plus.

What’s in it for you?

• Work-life balance: 25 days' holiday, hybrid working possibilities.
• Plan your future with us: Attractive salary and motivating bonuses We offer you a company pension scheme with personal advice.
• Comprehensive further development: Whether as part of structured onboarding, learning on the job, international career options or through external further training measures, e.g. with LinkedIn Learning and PluralSight access.
• Our contribution to sustainability: not only with the sales fleet but also by promoting the JobRad.
• Health & wellbeing: In addition to fitness programmes, we offer resilience training and personal counselling in all situations through our external cooperation partners.
• Social commitment: We promote your voluntary work with the Volunteer Day.
• We are successful as a team: be part of our employee events and take part in the employee referral programme With us, you have short decision-making paths, flat hierarchies and room to realise your own ideas.

Here you can realise your ideas, learn, develop and grow. We have a lot to offer. Join us and shape the future together with us.

Simply apply now by clicking on the button above.

We welcome everyone - regardless of gender, nationality, ethnic and social background, disability, religion, age, sexual orientation and identity.

Your contact person

Michele Kenmogne

Senior Recruiter - IT Talent Acquisition