Sr. Customer Service Technical Specialist

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

Who We Are: Wolters Kluwer: The world is a big place, find your place here.

Hybrid Office Location: 6815 Sauk View Drive, St Cloud, MN 56303-0811

What We Offer:  

The Sr. Customer Service Technical Specialist role offers growth potential opportunities, professional development, an engaging team environment, the ability to work a hybrid schedule from our St. Cloud office, and amazing benefits.

What You'll be Doing:

You will deliver in-depth conceptual and practical technical customer service, with a focus on technology practices and systems. You will work with your assigned accounts within the financial industry, providing technical support and troubleshooting for one key product, amongst 25 total products. This position reports directly to the Technical Manager but has the ability to work independently and manage one's own schedule. Having both strong customer service and technical skills, will be key in ensuring success in this role. It's also helpful to have ticketing and Salesforce experience as well.

Key Tasks: 

• Provide a high level of technical support and assistance for Wolters Kluwer customers and consultants using in-depth knowledge of technical customer service
• Solve complex technical problems; exercise judgment based on the analysis of multiple sources of information
• Analyze technical questions or reproduce technical problems and provide or develop appropriate solutions related to supported applications/functionality, may lead projects or may have accountability for ongoing activities
• Liaise with internal escalation, development and functional teams for issue resolution, explain difficult or sensitive information, work to build consensus

You're a Great Fit if You Meet These Requirements:  

• Bachelor’s Degree or equivalent relevant experience
• 5+ years’ experience in a B2B technical customer service or implementation role
• In-depth knowledge of, or experience with cloud computing platforms such as Azure, Google Cloud, and AWS
• In-depth knowledge of database technologies such as Microsoft SQL Server, including writing SQL scripts, or Oracle
• Experience troubleshooting enterprise Java JEE deployments, including Tomcat app server
• Ability to pinpoint failure from logs, including working knowledge of Java Melody or similar tool
• Fully understands all MS products
• Ability to work a hybrid schedule in our St. Cloud, MN office - It is preferred that you're in the office on Tuesdays and Wednesdays, but there is flexibility

Key Knowledge, Skills, & Abilities to Assist in Your Success:

• Communicate effectively in both face-to-face and virtual meeting environments
• Interpersonal skills, ability to build stakeholder relationships
• Work effectively with other internal teams and the ability to build strong relationships
• Stay organized and manage multiple priorities at once
• Professional demeanor in oral and written communications
• Passion and ability to efficiently troubleshoot technical issues and work as a team
• Self-motivated; proactive and perseverant mindset, w/ the ability to effectively manage time and self

We are an incredibly supportive team that truly enjoys what we do and who we do it with. We play a key role within WK and assist in driving daily success. If you have a passion for making a true difference within an organization, while working alongside a genuinely caring and supportive team, we highly encourage you to apply. #Bethedifference

Additional Information: 

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assista