Software Technical Support

Wolters Kluwer; Hull and East Yorkshire; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading global technology company in the UK is seeking a Software Technical Support professional to provide foundational technical support. You will be the first point of contact for customer inquiries, addressing basic technical issues and ensuring customer satisfaction. Ideal candidates will have strong communication skills and basic troubleshooting abilities. This role is hybrid, with involvement in customer follow-up and support process improvements.

Responsibilities

• Respond to customer inquiries via telephone, email, or chat.
• Troubleshoot basic technical issues related to our products and services.
• Record and document customer interactions and technical issues to create content for case deflection.
• Assist in the installation of products following standardized procedures.
• Provide clear and concise instructions to customers for problem resolution.
• Escalate complex issues to higher-level specialists or appropriate departments.
• Maintain up-to-date knowledge of product features and basic troubleshooting techniques.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Participate in training sessions to improve technical support skills.
• Provide feedback to improve support documentation and processes.

Skills

Customer Communication

Basic Troubleshooting

Documentation

Product Knowledge

Time Management

Basic Technical Tools

Problem Escalation

Customer Follow-Up

Tools

Customer Support Software

Job description

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.

As part of this mission, we are currently looking for a Software Technical Support to join our team.

About the role:

Your main focus will be providing foundational technical support to our customers, ensuring an exceptional service experience. You will be the first point of contact, addressing customer inquiries received from our support portal and offering solutions for basic technical issues. This role is essential in initiating the support process and ensuring customer satisfaction from the outset.

Responsibilities:

• Respond to customer inquiries via telephone, email, or chat.
• Troubleshoot basic technical issues related to our products and services.
• Record and document customer interactions and technical issues to create content for case deflection.
• Assist in the installation of products following standardized procedures.
• Provide clear and concise instructions to customers for problem resolution.
• Escalate complex issues to higher-level specialists or appropriate departments.
• Maintain up-to-date knowledge of product features and basic troubleshooting techniques.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Participate in training sessions to improve technical support skills.
• Provide feedback to improve support documentation and processes.

Skills:

• Customer Communication: Ability to communicate effectively with customers to understand their technical issues.
• Basic Troubleshooting: Skills to identify and resolve basic technical problems.
• Documentation: Ability to accurately record and maintain details of customer interactions.
• Product Knowledge: Familiarity with the company's products and basic functions.
• Time Management: Efficient in managing time to handle multiple customer inquiries.
• Basic Technical Tools: Proficiency in using customer support software and tools.
• Problem Escalation: Understanding when and how to elevate issues.
• Customer Follow-Up: Ability to follow up with customers to ensure problem resolution.

If you think that you have the needed requirements click on the apply button to join us and be the difference. 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.

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