Customer Service Technical Specialist

As a Specialist in Customer Service Technical, you will take on a more prominent role in supporting customers with various technical issues. Building on your foundational skills, you will assist with more complex troubleshooting and contribute to project-based improvements. Your contributions will help in refining our support processes and enhancing customer satisfaction.

Responsibilities:

• Perform advanced troubleshooting for a wider range of technical issues.

• Assist in the implementation of new procedures and techniques in customer support.

• Participate in projects aimed at improving support systems and processes.

• Provide step-by-step guidance to customers for product installations.

• Update and maintain support documentation.

• Train new employees on basic technical support procedures.

• Collaborate with team members to resolve escalated issues.

• Conduct follow-ups to ensure issue resolution and customer satisfaction.

• Analyze recurring customer issues and suggest improvements.

• Maintain current knowledge of emerging product features.

Skills:

• Advanced Troubleshooting: Diagnosing and resolving a broader range of issues.

• Project Assistance: Supporting technology projects aimed at improving service.

• Training: Ability to guide and train new team members.

• Documentation Management: Updating support documentation.

• Customer Guidance: Providing clear instructions to customers.

• Collaborative Problem Solving: Working with peers to resolve issues.

• Follow-Up Skills: Ensuring thorough resolution and customer satisfaction.

• Analytical Skills: Identifying patterns in technical issues.

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