Technical Support Specialist: Customer Experience

Wolters Kluwer

Kingston upon Thames

On-site

GBP 22,000 - 30,000

Full time

9 days ago

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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.