Customer Service Technical Specialist (English/Spanish)

Ovid Technologies, Inc.; Xico; Hybrid; MXN 1,108,000 - 1,662,000; Full time

Job summary

Ovid Technologies, Inc. is seeking a Customer Service Technical Specialist to provide technical and customer service support for Medical Research applications.

You will own issues, liaise with multiple departments, and document all activities in CRM systems to ensure timely resolution. Responsibilities include responding to inquiries within SLAs, collaborating with global teams, contributing knowledgebase content, and developing custom solutions for accounts.

Qualifications

• 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

Responsibilities

• 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)

Skills

Bilingual Spanish/English

Customer service

Communication skills

Software troubleshooting

Cloud applications support

Web services knowledge

Education

Degree level or equivalent

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