Customer Service Support

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
• #winasateam
• #wolterskluweritalia
• #LI-Hybrid