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    Customer Service Technical Representative - Roma, Italia - Wolters Kluwer Italia S.r.l.

    Wolters Kluwer Italia S.r.l.
    Wolters Kluwer Italia S.r.l. Roma, Italia

    15 ore fa

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    A tempo pieno
    Descrizione

    Responsabilità

    La persona, inserita nel Dipartimento Help Desk risponderà al Customer Service Manager avrà il compito di erogare assistenza multi-channel, by-remote e on-site su diverse geographies; collaborare con la rete tecnica e con diversi dipartimenti interni ed operare al fine di migliorare e potenziare i servizi con l'obbiettivo di finale di garantire la piena soddisfazione del cliente avendo un approccio customer-centric coniugando sapientemente hard e soft-skils. Si occuperà di tutti gli aspetti che riguardano l'uso dei prodotto gestendone a titolo esemplificativo i processi dall'on-boarding al decommissioning, al fixing delle anomalie anche con data-manipulation e strumenti di gestione dei database e di ottimizzazione dei sistemi dell'utente. La risorsa inoltre svolgerà il suo ruolo nei processi di formazione verso gli utenti finali e a terze parti e di produzione di documentazione di supporto. Sarà interfaccia dell'utente verso gli altri dipartimenti aziendali, facendosi carico delle sue istanze fino alla completa risoluzione in ottica di completa soddisfazione dell'utente e contribuendo così al successo dell'azienda.

    Tra i suoi compiti principali:

  • Servizi di Help-desk multilingua su diversi segmenti di clientela
  • Servizi di Formazione multilingua
  • Servizi di Comunicazione sulle diverse piattaforme e su diversi tipi di audience
  • Servizi di manutenzione sistemistica, networking e di gestione di RDBMS
  • Collaborazione con i Dipartimenti Sviluppo Software e Product Management per l'analisi dei problemi, identificazione delle soluzioni, testing e deployment delle stesse
  • Redazione a manutenzione della materiale di self-help per i diversi tipi di audience
  • Redazione e manutenzione della reportistica con continuo monitoraggio dei relativi KPI

    • Profilo

    Il candidato/la candidata ideale ha maturato almeno 2 anni di esperienza in un ruolo analogo, ha conoscenze approfondite della gestione di problematiche sistemistiche e di gestione di RDBMS e sa scrivere query di interrogazione in SQL.

    Competenze richieste

  • 2 anni di esperienza in strutture di Help-Desk e Customer Training
  • Buona conoscenza di gestione e manutenzione dei più comuni database (Microsoft SQL Server, Oracle e PostgreSQL)
  • Buona conoscenza di firewall, vpn, public key infrastructure, network protocols, etc.;
  • Buona conoscenza di Active Directory (Group Policy management, Users and File system management), Microsoft Exchange e 365.
  • Buone competenze (adavanced user) di diversi sistemi operativi (Windows, Linux, Mac OS, iOS)
  • Forti doti analitiche e di troubleshooting, capacità di lavorare in multi-tasking e di organizzazione del lavoro da soli e in team
  • Capacità di prendere iniziative volte alla risoluzione dei problemi, di sperimentare nuove possibilità e apprendere nuove tecnologie in maniera autonoma
  • Conoscenze di base del sistema giuridico italiano in particolare riferimento alla procedura del deposito telematico.

    • Completano il profilo:

  • Forti doti di intelligenza emotiva, comunicative e più in genere relazionali
  • Customer Centric Vision e committment
  • Conoscenza di ulteriori lingue (inglese, spagnolo, russo)
  • Forti capacità di automotivazione e gestione dello stress

    • Stiamo cercando una risorsa iscritta o in possesso dei requisiti potenziali per l'iscrizione al collocamento mirato ai sensi dell' art.1 legge 68/99.

    Non verranno prese in considerazione candidature che non rispondono al requisito richiesto.

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