Technical Support & Onboarding 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 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.