Dev. Tech Support Specialist

JOB DESCRIPTION The Development Technical Support Software Engineer is responsible for providing second level technical troubleshooting during the maintenance support phase. This includes providing direct support to customers via telephone, E-mail, and/or on-site visit(s). For Bankers Systems integrated software products this person also performs implementation and integration consulting to the customer and/or partner. The Development Technical Support Software Engineer reviews and provides feedback to software development on detailed design documents, functional specifications, and software requirement specifications. The Development Technical Support Software Engineer will communicate with other functional areas of WKFS in the production and maintenance of various Bankers Systems digital products. This position must use the endorsed tools by entering information timely, accurately and completely. Participation in a team environment is heavily relied upon, as is the ability to work independently and solve problems with no obvious solution. This position must maintain current development and technical skill sets for the supported environments and products.


Essential Duties and Responsibilities:

oCan communicate (verbally and in written format) at the highest levels in an organization
oMentors individuals
oCoordinates projects as assigned
oResearches for software tools and solutions necessary to perform the job function
oResolves escalated customer issues via cases in CRM
oProduct Liaison to Development
oAdheres to support service policies
oEnters information on customer issue in CRM timely, accurately and completely
oAbility to communicate application and technical issues to industry experts, verbally and in writing
oAbility to interpret, review, and provide input to technical documentation from software development such as detailed design documents, software requirement specifications, functional specifications, end user documentation, etc.
oCompletes special projects as assigned
oPerforms presentations and trainings to peers and others



QUALIFICATIONS oBA/BS degree in Software Engineering, Computer Programming, Computer Science, BCIS or related field or equivalent work related experience
oAbility to program in at least one programming language with a working knowledge of multiple languages.
oA minimum of 1 year of related experience in Software Engineering with at least 2 years experience in a software products support environment
oPrevious technical customer service experience
oPrevious experience with Installing and configuring networking environments
oPrevious banking experience in new accounts or lending, preferred

Other Knowledge, Skills, Abilities, Certifications:

oAbility to debug and support multiple programming languages, such as C , C#, VB, Java, XSL, etc.
oKnowledge of supported technologies - Networking Admin, Windows Operating Systems , Terminal Services, COM, Web services, Internet Information Services, Browsers, and database management systems such as SQL, MSDE, Microsoft Access, and Oracle
oSupports BSI digital products and Third party products
oProvide escalated support to customers who provide annual maintenance and license revenue of over $50 million
oLicense and annual maintenance price of software (those products providing 90% of SupportLine workload) primarily range from $8,000 to $400,000 annually per customer
oReview and provide feedback on preliminary detailed design, functional specifications, software requirement specifications for 1 to 6 releases per year
oGeneration of computer code and technical user documentation such as white paper documents, API guides, best practice documents, etc. for up to 1 to 6 releases per year of WKFS software products

EOE



BENEFITS Wolters Kluwer offers a wide variety of competitive benefits to help meet your needs and to help you balance your work and personal life. Benefits include choices for medical, dental and life insurance; a 401(k)/profit sharing plan; disability plans; a flexible holiday and paid time off program; domestic partner benefits; and tuition and adoption assistance, among other plans and programs.



COMPANY PROFILE Wolters Kluwer is one of the world's leading publishers and providers of information products and services. The company's core markets are in the health, tax and accounting, corporate, financial services, legal and regulatory, and education sectors. Wolters Kluwer has annual revenues (2004)of EURO 3.3 billion, employs approximately 18,400 people worldwide and maintains operations across North America, Europe and Asia Pacific. Headquartered in Amsterdam, the Netherlands, Wolters Kluwer depositary receipts are quoted on the Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. www.wolterskluwer.com



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RUSAWOLT235-455065