Technical Support Specialist: Install & Troubleshoot

Wolters Kluwer; Kingston; On-site; GBP 26,000 - 36,000; Full time

Job summary

Wolters Kluwer is seeking a Technical Customer Service Specialist to provide essential technical support to clients, assisting with installation, troubleshooting and maintenance of products and services. You will help ensure a seamless post-sale experience, document inquiries, and escalate complex issues when needed.

The role requires following scripts, attending training sessions, and maintaining up-to-date knowledge of product features.

Qualifications

• Basic ability to diagnose and resolve common technical problems.
• Clear communication with customers and colleagues.
• Accurate logging of issues and resolutions in the system.
• Solid understanding of company products and services at a basic level.
• Ability to follow technical scripts and guidance.

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 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 to improve the knowledge base.

Skills

Troubleshooting

Customer Relations

Documentation

Product Knowledge

Technical Aptitude

Time Management

Escalation Mgmt

Training Attendance

Job description

Wolters Kluwer is seeking a Technical Customer Service Specialist to provide essential technical support to clients, assisting with installation, troubleshooting and maintenance of products and services. You will help ensure a seamless post-sale experience, document inquiries, and escalate complex issues when needed.

The role requires following scripts, attending training sessions, and maintaining up-to-date knowledge of product features.