Senior Customer Service Technical Associate / Konsultant Działu Pomocy Technicznej

About the role

The Senior Customer Service Technical Associate is responsible for delivering high‑quality technical assistance to customers, resolving complex issues, and ensuring a smooth and uninterrupted experience with our products. This role requires strong analytical skills, excellent communication abilities, and the capacity to collaborate effectively with cross‑functional teams. The specialist will also contribute to process improvements, documentation enhancement, and the development of junior team members.

Key Responsibilities

• Handle customer technical inquiries (phone, e-mail, live chat, webform)

• Troubleshoot and resolve advanced technical problems.

• Provide expert advice.

• Mentor junior team members.

• Develop and update comprehensive troubleshooting documentation.

• Analyze common issues and suggest improvements.

• Address user requests as a first line support, ensuring uninterrupted operation of key product processes and timely resolution of issues.

• Collaborate with second and third line, sales, strategy, and technology teams, working fluently in both Polish and English to support customers.

Professional Experience & Skills

• Proven experience in customer service technical support role.

• Complex Troubleshooting: Resolving non-standard technical problems.

•  Mentoring: Guiding junior team members.

• Advanced Documentation: Creating and updating detailed support documents.

•  Analytical Skills: Evaluating common issues for continuous improvement.

•  Customer Engagement: Deep and effective customer interaction.

•  Quality Assurance: Ensuring high-quality support standards

• Continuous Learning: Staying updated on product and industry changes.

• Strong communication skills; comfortable delivering client or internal trainings.

Technical & Language Skills

• Proficiency in tools used for customer technical support , documentation, and planning (e.g., analytics dashboards, ticketing systems, collaboration platforms).

• Ability to work effectively with both technical and non‑technical stakeholders.

• Fluency in Polish and English (written and spoken);

Education

• Secondary education required.

• Additional education in legal or technology domains is considered a strong plus.

Soft Skills

• Strong analytical and problem solving mindset.

• Excellent organizational and prioritization abilities.

• Ability to work independently and drive initiatives with minimal supervision.

• Proactive attitude and willingness to continuously improve processes and product quality.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

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