Customer Service Technical Specialist

Wolters Kluwer • Boston, MA • 21h ago

About the Role:

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.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

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

Compensation:

$51,700.00 - $88,550.00 USD

This role is eligible for Bonus.

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Additional Information :

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: 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 upon request.

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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