Manager, Technical Customer Service
wolters kluwer
Blvd 21 Decembrie 1989, Napoca, Cluj, ROU
acum 32 minute

In Wolters Kluwer’s Financial Services business unit we possess deep insight into the industry, providing governance, risk and compliance programs and solutions to more than 15,000 financial services organizations worldwide.

More than 400 in-house experts - former regulators and compliance officers, risk analysts, lawyers and financial industry specialists embed their knowledge and expertise in every service or solution so that financial organizations can be confident they are managing their organization's Finance, Risk and Regulation needs effectively.

Despite rapidly changing industry conditions, financial organizations can rest assured knowing that Wolters Kluwer is able to invest and quickly respond to market needs, with financial stability for the long term.

Wolters Kluwer N.V. (AEX : WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors.

We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2017 annual revenues of €4.4 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide.

Reporting directly to the Customer Support Executive Director, you will provide leadership to a team of technical and functional customer support engineers.

The team provides complex problem-analysis, diagnosis, and resolution, working together with consultants, clients, and internal development teams.

You will be based in our offices in Cluj, Romania.

Your responsibilities :

  • Ticket Management : play the role of gatekeeper for inflow of tickets from customer, by assigning tickets to the right customer support engineers in your team, prioritizing tickets by customer and severity level.
  • People management : develop, coach and mentor the team. Cascade the Support function objectives to the team members. Create structured development plans for your team, conduct regular individual review sessions and perform appraisals.
  • Work closely with the Global Support Training Manager to ensure the team training needs are met and delivered.

  • Customer management : ensure customers are kept up to date on the progress of their tickets. Host support calls with key customers, and lead meetings with internal stakeholders to ensure the tickets get resolved in accordance with internal SLA’s
  • Continuous improvement : look to continuously improve the Support process, and the engagement with customers and business functions.
  • Provide management reporting to the management team.
  • Escalation point : handle escalations from customers and business functions with empathy and professionalism.
  • Interface with Customers, Product Managers, technical and functional implementation teams which include Application Developers, System Integrators, Database Administrators, System Administrators, Analysts and Consulting professionals
  • Qualifications and Skill set :

  • At least a Bachelor’s degree in a relevant discipline (banking either technical IT knowledge).
  • At least 7 years of professional experience, at least 3 years people management experience.
  • Strong problem solving and analytical skills. Excellent communication skills.
  • Strong organizational, time management and prioritization skills, ability to multi-task and meet deadlines
  • Fluency in English; any other languages are considered a plus.
  • Hands-on, motivated and committed to success
  • Apt to a highly dynamic and international environment.
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