Technical Customer Service Specialist

Wolters Kluwer; Kingston; On-site; GBP 26,000 - 38,000; Full time

Job summary

Wolters Kluwer is seeking a Technical Customer Service Specialist to join our team. You will install, troubleshoot, and maintain our products, ensuring a smooth post-sale experience for clients. You will follow scripts, log issues, and escalate complex problems as needed.

Candidates should be comfortable with basic technical support tasks, have strong communication skills, and participate in ongoing training to stay current with product updates.

Qualifications

• Ability to diagnose and resolve common technical problems.
• Effective communication with customers.
• Baseline product knowledge and issue logging.

Responsibilities

• Assist with installation procedures and initial setup of products/services.
• Provide basic troubleshooting for common technical issues.
• Document customer inquiries and technical issues accurately.
• Follow scripts and guidelines to resolve customer problems.
• Escalate complex issues to higher-level specialists when necessary.
• Track and log resolutions in the ticketing system.
• Support customers in basic usage of products and services.
• Maintain updated knowledge of product features and updates.
• Provide feedback to contribute to knowledge base improvements.

Skills

Basic Troubleshooting

Customer Relations

Documentation

Product Knowledge

Technical Aptitude

Time Management

Escalation Management

Training Attendance

Job description

Wolters Kluwer is a global leader in information services and solutions for professionals in the finance, tax and accounting, risk and compliance, health and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

We are looking for a Technical Customer Service Specialist to join our team.

About the Role

As a Technical Customer Service Specialist, you will play a foundational role in delivering essential technical support to our clients. You’ll assist with the installation, troubleshooting, and maintenance of our products and services, ensuring our customers have a seamless experience. Your support will be vital in resolving basic technical issues and creating a positive post-sale experience.

Responsibilities

• Assist with installation procedures and initial setup of products/services.
• Provide basic troubleshooting for common technical issues.
• Document customer inquiries and technical issues accurately.
• Follow detailed scripts and guidelines to resolve customer problems.
• Escalate complex issues to higher-level specialists when necessary.
• Participate in routine training sessions to improve technical skills.
• Track and log resolutions in the customer service management system.
• Support customers in basic usage of products and services.
• Maintain updated knowledge of product features and updates.
• Provide feedback on common customer issues to contribute to knowledge base improvements.

Skills

• Basic Troubleshooting: Ability to diagnose and resolve common technical problems.
• Customer Relations: Excellent communication skills to interact effectively with customers.
• Documentation: Accurately log issues and resolutions.
• Product Knowledge: Basic understanding of company products and services.
• Technical Aptitude: Capability to understand and follow technical scripts.
• Time Management: Efficiently handle multiple customer inquiries.
• Escalation Management: Identify when to elevate issues to higher-level support.
• Training Attendance: Willingness to attend and participate in training sessions.

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.

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 withlocal regulations.