Technical Customer Service Specialist

Wolters Kluwer; Kingston upon Thames; On-site; GBP 22,000 - 30,000; Full time

Job summary

Wolters Kluwer is seeking a Technical Customer Service Specialist to deliver essential technical support, assist with installation, and troubleshoot basic product issues for clients. You will document inquiries, follow scripts, and escalate complex problems when needed, contributing to post-sale satisfaction and knowledge base improvements.

Onsite engagement may be required as part of recruitment, with ongoing training to stay current on product features and updates.

Qualifications

• Basic troubleshooting to diagnose and resolve common technical problems.
• Strong communication to interact effectively with customers.
• Accurate logging of issues and resolutions in the system.

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

Customer Relations

Documentation

Product Knowledge

Technical Aptitude

Time Management

Escalation Management

Training Attendance

Tools

CRM system

Knowledge base

Job description

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.,

• 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.
• 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.

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.

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