Customer Service Technical Manager

<p>As a Customer Service Technical Manager, you will execute specialized technical support tasks independently. Your role will be pivotal in ensuring the quality and efficiency of our technical support operations. You will independently handle advanced technical issues and contribute to significant projects that drive improvements within the team.<br/><br/><b>Responsibilities:</b></p><ul><li><p>Independently handle complex technical support issues.</p></li><li><p>Develop and implement advanced troubleshooting procedures.</p></li><li><p>Lead technical projects that enhance support capabilities.</p></li><li><p>Ensure quality assurance in all technical support interactions.</p></li><li><p>Analyze and improve customer support workflows.</p></li><li><p>Provide expert-level guidance to other technical support specialists.</p></li><li><p>Create and maintain comprehensive technical documentation.</p></li><li><p>Develop training materials and conduct expert training sessions.</p></li><li><p>Assess and improve the efficiency of technical support tools.</p></li><li><p>Advocate for customer needs within the organization.</p></li></ul><p><br/><b>Skills:</b></p><ul><li><p>Independent Problem Solving: Handling complex issues autonomously.</p></li><li><p>Advanced Troubleshooting: Developing and executing advanced procedures.</p></li><li><p>Quality Assurance: Ensuring high standards in support interactions.</p></li><li><p>Workflow Analysis: Improving support workflows and processes.</p></li><li><p>Expert Guidance: Providing expert advice to team members.</p></li><li><p>Technical Documentation: Creating detailed support documents.</p></li><li><p>Training Development: Developing and conducting advanced training.</p></li><li><p>Tool Assessment: Evaluating and enhancing support tool efficiency.</p></li></ul><p></p><p><span><span>Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.</span></span></p>