At a Glance
- Tasks: Resolve technical issues and assist customers with product installation and troubleshooting.
- Company: Join Wolters Kluwer, a leader in audit and assurance services.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on collaboration and continuous learning.
- Why this job: Make a real difference by enhancing customer satisfaction and operational efficiency.
- Qualifications: Intermediate troubleshooting skills and proficiency in German; teamwork is key.
The predicted salary is between 50000 - 65000 £ per year.
Overview
Join Wolters Kluwer as a Technical Support Analyst.
You will resolve a wider range of technical issues for our customers, assist in troubleshooting, maintenance, and resolution of support cases, and contribute to improved customer satisfaction and operational efficiency with increasing independence.
Responsibilities
- Handle escalated technical support inquiries from Specialist I.
- Perform intermediate-level troubleshooting and problem resolution.
- Guide customers through installation and setup of products.
- Document customer cases with detailed notes on troubleshooting steps.
- Collaborate with other departments to resolve intersecting issues.
- Update and maintain internal knowledge bases and support documentation.
- Participate in the training of new technical support specialists.
- Conduct root cause analysis to identify recurring technical issues.
- Communicate with customers regarding resolution status and follow-up.
- Assist in creating support content to assist customers with common issues.
Qualifications / Skills
- Intermediate troubleshooting: ability to address more complex technical problems.
- Product installation: guide customers through installation and setup.
- Detailed documentation: document support interactions and resolutions.
- Collaboration: work effectively with other teams and departments.
- Root cause analysis: identify underlying causes of recurring issues.
- Knowledge management: update and maintain internal support documentation.
- Technical training: experience assisting with training for new support specialists.
- Customer communication: keep customers informed on issue resolution.
- Language: German proficiency (written and spoken); additional languages are a plus.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or any other characteristic protected by applicable law, and we comply with local regulations.
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We think you need these skills to ace Technical Support Analyst (German), CP & ESG Audit & Assurance
Intermediate Troubleshooting
Product Installation
Detailed Documentation
Collaboration
Root Cause Analysis
Knowledge Management
Technical Training
