At a Glance
- Tasks: Resolve technical issues and assist customers with product installation and troubleshooting.
- Company: Join Wolters Kluwer, a dynamic global tech company making a real difference.
- Benefits: Gain valuable experience, enhance your skills, and work in a supportive environment.
- Other info: Opportunity for growth and collaboration across departments.
- Why this job: Be part of a team that innovates and impacts professionals worldwide.
- Qualifications: Intermediate troubleshooting skills and ability to communicate effectively with customers.
The predicted salary is between 30000 - 40000 £ per year.
As a Specialist in the Customer Service - Technical role, you'll be advancing your ability to resolve a wider range of technical issues for our customers.
You'll assist in the troubleshooting, maintenance, and resolution of technical support cases.
Your contributions will help improve customer satisfaction and operational efficiency by addressing more complex issues with increased 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.
- Required Skills & Qualifications
- Intermediate Troubleshooting: Enhanced skills for addressing more complex technical problems.
- Product Installation: Ability to guide customers through product installation and setup.
- Detailed Documentation: Improved capability to document support interactions and resolutions.
- Collaboration: Skills to work effectively with other teams and departments.
- Root Cause Analysis: Basic skills in identifying the underlying causes of recurring issues.
- Knowledge Management: Ability to update and maintain internal support documentation.
- Technical Training: Experience in assisting with training for new support specialists.
- Customer Communication: Enhanced ability to keep customers informed on issue resolution.
- Language: French and/or any other additional language would be considered a plus.
Join us at Wolters Kluwer and be part of a dynamic global technology company that makes a difference every day.
We're innovators with impact.
We provide expert software and information solutions that the world's leading professionals rely on, in the moments that matter most.
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