Senior Customer Service Technical Specialist – Hybrid R0047992

Senior Customer Service Technical Specialist – Hybrid R0047992 | FCC | eOriginal, Inc. | Wolters Kluwer

Job Description  

In the Senior Customer Service Technical Specialist role, you'll take on more complex technical support tasks, playing a significant role in problem resolution and process improvement. You will proactively address customer needs with a higher level of independence, ensuring that challenging technical issues are resolved effectively. Your expertise will be crucial in maintaining high levels of customer satisfaction and operational efficiency.

Hybrid: Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues. You will report to the Director, Customer Service and work under the leadership of the VP, Client Services FCC WK Lien Solutions. This role is a part of FCC | eOriginal, Inc. | Please view site office directory for potential office preferences. https://bit.ly/Find_A_WK_Office   

ABOUT US:  https://www.wolterskluwer.com/en/solutions/cch-tagetik

Required Job Qualifications (3yr +minimum):   

• Advanced Troubleshooting: Skilled in addressing and resolving complex technical problems.

• Customer Mentorship: Ability to guide and mentor less experienced support staff.

• Process Improvement: Identifying and implementing improvements to support processes.

• Technical Analysis: Analyzing feedback to identify trends and make recommendations.

• Technical Coordination: Coordinating with engineering teams for problem resolution.

• Project Collaboration: Ability to work on cross-functional projects.

• Advanced Documentation: Creation of comprehensive and detailed technical documents.

• Product Insight: Providing valuable input for product development and user experience.

• Travel: Per Business Demand

Essential Duties and Responsibilities   

• Resolve advanced technical issues independently or with minimal supervision.

• Provide in-depth technical support and problem resolution to customers.

• Lead the troubleshooting, repair, and maintenance of products.

• Mentor and support junior technical support specialists.

• Analyze customer feedback to identify trends and recommend improvements.

• Develop and improve internal support processes and tools.

• Coordinate with engineering teams to resolve product-related issues.

• Provide input on product functionality and user experience improvements.

• Create detailed technical documentation for complex issues.

• Collaborate on special projects aimed at improving support services.

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 Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available - https://www.mywolterskluwerbenefits.com/index.html  

Please view site office directory for potential office preferences.