Senior Customer Support Specialist

CCH Tagetik, part of Wolters Kluwer's Corporate Performance & ESG Division, is looking for a proactive and motivated Senior Customer Support Specialist to join our II level Support Team.

The role can be based at any Italian CCH Tagetik office: Lucca, Rome, Milan, Turin.

About the Role:

This role is ideal for those ready to engage in more advanced customer service tasks. As a Senior Customer Support Specialist, you will contribute significantly to team goals and objectives, leveraging your growing skills and experience. This role provides an excellent opportunity to drive customer satisfaction through effective problem-solving and support.

You will provide advanced functional support on complex project activities to both internal and external customers using CCH Tagetik products. You will be involved in resolving highly complex inquiries and troubleshooting performance-related issues.

You will oversee the team's backlog and proactively collaborate with the Development Department for training and coordination purposes.

Working closely with clients and internal stakeholders, you will interpret business needs and ensure our product aligns with their expectations. You will analyze available options, plan and schedule activities, and manage execution to meet client objectives—leveraging your understanding of their business context, technical challenges, and available technologies.

What You'll Be Doing:

• Interact with customers to address issues, monitor the resolution process, and provide regular updates on the status of each incident.
• Deliver advanced troubleshooting for products and services.
• Independently resolve well-known and documented cases.
• Analyze application settings and recommend best practices for software usage in straightforward scenarios.
• Facilitate communication between customers and internal support teams.
• Manage escalated customer inquiries and complex issues.
• Anticipate potential challenges and exercise sound judgment in identifying, resolving, and escalating issues when necessary.
• Support colleagues and contribute to a positive and collaborative work environment.
• Maintain and update the knowledge base with solutions to common customer issues.
• Conduct training sessions for junior team members.

What We're Looking For:

• Degree in Business, Accounting, Information Technology, Computer Science, or a related field.
• At least 5 years of experience with CCH Tagetik, or relevant project experience (Consolidation, Pre-packaged Solutions, Budgeting & Planning, AIH or others) within Tagetik (preferred) or other CPM software.
• Advanced Problem-Solving: provide deeper troubleshooting for complex issues, ability to work on own initiative.
• Advanced Customer Interaction Management: effectively resolve escalated customer issues, strong empathy and ability to work with all types of customer personalities.
• Understanding Prioritization: ability to effectively prioritize and manage multiple tasks concurrently.
• Analytical Thinking: analyze feedback to identify trends and improvements.
• Knowledge Base Management: maintain and update internal resources.
• Training and Development: conduct training for new hires and junior staff.
• Project Coordination: lead small projects aimed at improving customer service.
• Protocol Development: assist in creating and refining service protocols.
• Strong verbal and written communication skills in both Italian and English.
• Proficiency in Microsoft Office.
• Familiarity with common database tasks (Oracle, Microsoft SQL Server, PostgreSQL, SAP HANA).

Knowledge of financial concepts (Consolidation, Regulatory compliance, Budgeting & Planning) is a strong plus.

What do we offer you at CCH Tagetik part of Wolters Kluwer?

• Flexible working hours where you can start between 8:00 and 10:00 and flexible working policy (3 days a week from home, 2 days a week in the office).
• English classes and full access to E-learning platforms such as Pluralsight, LinkedIn Learning, etc.
• Possibility of certification paths such as cloud providers certifications, and opportunity to work on cutting-edge AI solutions in a product-driven company.
• Development plans to help you steer your career path. Annual performance and salary reviews.
• Community and teambuilding events like the global code games, network events and Wolters Kluwer value days.

#LI-Hybrid

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.