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

Wolters Kluwer; Hürth; Vor Ort; EUR 42.000 - 54.000; Vollzeit

Zusammenfassung

Wolters Kluwer is seeking a Technical Support Analyst in Germany to resolve a range of technical issues for customers. You will assist in troubleshooting, maintenance, and resolution of support cases, with emphasis on German-language communication and cross-functional collaboration.

The role involves guiding customers through installation and setup, documenting cases, and contributing to knowledge bases. On-site interviews and office presence may be required.

Qualifikationen

• Experience guiding customers through product installation and setup.
• Strong documentation of support interactions and resolutions.
• Ability to collaborate with multiple teams to resolve issues.

Aufgaben

• Handle escalated technical support inquiries.
• Perform intermediate troubleshooting and problem resolution.
• Guide customers through product installation and setup.
• Document customer cases with detailed notes.
• Collaborate with other departments to resolve issues.
• Update and maintain internal knowledge bases and support documentation.
• Assist in training new technical support specialists.
• Conduct root cause analysis to identify recurring issues.
• Communicate resolution status and follow-up with customers.
• Help create support content for common issues.

Kenntnisse

Troubleshooting

Installation

Documentation

Collaboration

Root Cause Analysis

Knowledge Management

Technical Training

Customer Communication

German language

Jobbeschreibung

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.

About the role:

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.

If making a difference matters to you, then you matter to us.

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 protected status, in accordance with local regulations.

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.