Customer Service Technical Specialist

Job Summary

Requires in-depth conceptual and practical knowledge of technical customer service theories and principles and applies general knowledge of business and industry practices. Working independently under minimal guidance, carries out a full range of professional duties and solves complex problems. Exercises judgement based on the analysis of multiple sources of information. Contributes to post live technical support services to customers including troubleshooting, problem resolution and maintenance of products and services. Interfaces with appropriate departments in coordination, planning and implementation of various activities. Uses advanced analytical, technical, and problem-solving skills do adapt policies and programs and develop models to support small projects or the team.

Essential Duties and responsibilities

• 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
• Test and identify defects by documenting in the tracking system for the attention of the development team
• Liaise with internal escalation, development and functional teams for issue resolution, explain difficult or sensitive information, work to build consensus
• Implementing and supporting various advanced features and integrations of the Health, Pharmacy & Health Technology application suites to ensure high availability of data and back end processes
• Write SQL queries using database understanding to aid in troubleshooting of application and data requests
• Troubleshoot application, interface and data related issues.  Modify site configurations based on best practices and data analysis

Job Qualifications

Education:

• BS/BA Degree or equivalent

Experience: 

• 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 and Oracle
• The above statements are intended to describe the general nature and level or work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications as these may vary depending on location and line of business. The specific requirements may differ due to local or regional differences.

Other Knowledge, Skills, Abilities or Certifications: 

• Personal and consultative approach
• Experience working in a production support environment
• Excellent problem solving and analytical skills
• Experience working with healthcare software
• Familiarity with healthcare industry regulations and standards
• Very strong interpersonal and organizational skills

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

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA:: $76,350 - $105,700