Technical Support Analyst (German fluent), CP & ESG Audit & Assurance

Wolters Kluwer - Financial Services Solutions; Berlin; Vor Ort; EUR 42.000 - 65.000; Vollzeit

Zusammenfassung

Wolters Kluwer - Financial Services Solutions in Berlin is seeking a Technical Support Analyst to join the team. You will help resolve a range of technical issues, guide customers through installation and setup, and contribute to internal knowledge bases with detailed troubleshooting steps.

The role emphasizes proactive communication with customers, collaboration across departments, and ongoing training to improve support quality.

Qualifikationen

• German language proficiency required (written and spoken).
• Experience in technical support or customer service is advantageous.
• Ability to document interactions and resolutions clearly.

Aufgaben

• Handle escalated technical support inquiries and provide intermediate troubleshooting.
• Guide customers through product installation and setup.
• Document customer cases with detailed troubleshooting notes.
• Collaborate with other departments to resolve issues and update knowledge bases.
• Participate in training of new technical support specialists and conduct root cause analysis.

Kenntnisse

German language proficiency

Troubleshooting

Installation guidance

Documentation

Collaboration

Root cause analysis

Knowledge management

Technical training

Customer communication

Jobbeschreibung

Technical Support Analyst

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.

We are currently looking for a Technical Support Analyst, to join our team.

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.

Skills

• 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: Proficiency in German, both written and spoken. Knowledge of any additional language would be considered a plus.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law.

About Wolters Kluwer

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. You’ll make a real difference in the lives of millions of people.

We’ll advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide.

Our mission is to empower our professional customers with AI‑powered solutions. We deliver trusted, AI‑powered expert solutions that combine deep domain knowledge, proprietary content, advanced technology to provide expert‑validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI‑powered solutions.

We’re committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud‑based, AI‑powered platforms that integrate seamlessly into their workflows.

Our solutions are designed to deliver impact when it matters most, especially in high‑stakes environments where accuracy and trust are essential.

For more information about our solutions and organization, visit www.wolterskluwer.com. We’re also a recognized employer: Forbes America’s Best Large Employers 2026, Best Employers for Engineers 2026, Best Employers for Women 2025, etc.

Equal Opportunity Statement

All qualified applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law. We do not tolerate discrimination on any of these bases.

Privacy and Data Processing

GDPR Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. You’ll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.