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Customer Solutions Development and Support Specialist, Bognor Regis
Client: Wiley
Location: Bognor Regis, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference: d6a5f7264ffd
Job Views: 3
Posted: 05.05.2025
Expiry Date: 19.06.2025
Job Description:
Location: Bognor Regis, UK, Oxford, UK or Hoboken, NJ
Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.
The Customer Solutions Development and Support Specialist will support the Customer Solutions team in creating, maintaining, and delivering the global Customer Service technology strategy. Responsibilities include managing escalations and requests, requirement cleansing as a SME, user acceptance testing (UAT), process design for efficiency, and process automation using Salesforce, RPA, or Power Automate. The role involves developing expertise in Wiley’s technology solutions and utilizing this knowledge for request processing, incident management, reporting, dashboards, analytics, and process design.
How you will make an impact:
* Review work, address concerns, resolve issues, or escalate requests
* Create reports, configure systems, and groom requirements into Agile user stories with clear Acceptance Criteria
* Support deployment and releases for Operations stakeholders
User Acceptance Testing
* Execute test scripts for new technology enhancements to validate results
* Document and report test outcomes
* Willingness to learn new responsibilities
Project/Development Work
* Serve as Business Analyst or similar role under supervision
* Support strategic initiatives and process improvements
* Design processes within Salesforce and automation tools
What we look for:
* Bachelor's Degree in STEM or equivalent experience
* Programming ability in RPA platforms or Microsoft Power Automate
* Understanding of systems, data, and logic
* At least 2 years’ experience with CRM solutions preferred
Expertise in analysis tools like Microsoft Excel, strong communication skills, ability to work autonomously and in teams, and excellent organization and planning skills are required. Candidates should be detail-oriented, capable of managing multiple tasks, and committed to meeting deadlines.
About Wiley
Wiley is a leader in research and learning, dedicated to empowering knowledge seekers and transforming challenges into opportunities. With over 200 years of experience, Wiley continues to evolve and support innovation worldwide. Wiley is an equal opportunity employer committed to diversity and inclusion, offering accommodations for applicants with disabilities and promoting a supportive workplace culture.
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