Customer Service Technical Specialist (English/Spanish)

Wolters Kluwer; Ciudad de México; On-site; MXN 520,000 - 680,000; Full time

Job summary

Wolters Kluwer is hiring a Customer Service Technical Specialist in Mexico City. Hybrid role with 8 days per month in-office.

You will provide technical and customer service support for Medical Research applications, liaising with researchers via phone, email, and web queries, and using CRM systems for tracking. You will own issues through resolution, collaborate with global teams, and contribute to knowledge bases and custom solutions.

Qualifications

• Education: Degree level or equivalent.
• Fluent in Spanish and English with ability to conduct all communications in both languages.
• Track record in customer service.
• Excellent verbal and written communication skills.
• 3+ years diagnosing and resolving software problems.
• Experience supporting hosted/cloud applications.
• Familiarity with Web Services, Discovery Services, OpenAthens, SSO, proxies.

Responsibilities

• Provide technical and customer service support for Wolters Kluwer Medical Research applications.
• Facilitate implementation, maintenance, education, and documentation for online solutions.
• Interact with medical and academic researchers via phone, email, and web queries.
• Own issues and manage them through resolution.
• Log all activity in CRM systems for tracking.
• Respond to inquiries within department SLAs.
• Collaborate with global Customer Support to address bugs and feature requests.
• Develop and support custom product solutions for accounts.

Skills

Bilingual Spanish/English

Customer service

Communications (verbal & written)

Software troubleshooting

Hosted/cloud applications

Web services/SSO/OpenAthens

Medical software knowledge

STM publishing

Authentication/firewalls

Internet protocols (HTTP/XML)

Education

Degree level or equivalent

Library Sciences degree (desirable)

Job description

LOCATION: Hybrid – 8 days a month in the office in Mexico City - Montecito

RESPONSIBLITIES

• The Customer Service Technical Specialist provides technical and customer service support for Wolters Kluwer Medical Research applications.
• Through analysis and problem solving we facilitate implementation, maintenance, education, and documentation for online solutions.
• Our customer base spans medical and academic researchers who interact with the team via phone, email, and web-based queries.
• You will take ownership of issues and manage them through resolution.
• Daily activities require liaising with other departments and diagnosing problems submitted directly by customers or escalated via our global support group and other parts of the organization.
• All activity is recorded in CRM systems for tracking purposes.
• Respond to technical and service inquiries within department SLAs
• Foster a close relationship with the global Customer Support team, ensuring enhancement requests, bugs, and other product issues are communicated across the team and tracked appropriately
• Utilize CRM systems to log and track all communications related to customer inquiries
• Support self-service initiatives by contributing content for customer-facing and internal Knowledgebases
• Develop and support custom product solutions for individual accounts
• Proactively communicate with customers to introduce new features and functionality, and maintain custom solutions
• Collaborate closely with the sales team to support new business and customer retention efforts
• Apply company values to maintain team goals, a collaborative environment, and to meet all service levels
• Test upcoming software releases and provide feedback to development/technology teams
• Participate on cross-functional teams to prepare the global support team for products and service offerings
• Serve as a mentor to new team members
• Attend conferences to provide support to sales, marketing, and our customer base (in person or virtual)

QUALIFICATIONS

• Education: Degree level or equivalent
• Experience Fluent in Spanish and English with the ability to professionally & proficiently conduct all customer communications in both languages.
• Track record in customer service
• Excellent verbal and written communication skills
• 3+ years diagnosing and resolving software problems
• Experience supporting mission-critical hosted/cloud applications
• Familiarity with Web Services, Discovery Services, Link Resolvers, OpenAthens, SSO, proxy servers
• Desirable
• A degree level in Library Sciences
• Knowledge of medical software technology/information
• Professional experience in STM Publishing
• Some familiarity with authentication and firewalls
• Knowledge of Internet technologies/protocols such as OpenURL, HTTP, HTML, XML, XLS, CSS, JavaScript, JSON

TRAVEL

Minimal #LI-Hybrid

Our 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.

If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.

For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.

We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women.

All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

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